Martin Management Group is seeking a Service Business Development Center Manager. The BDC Manager is responsible for managing all leads and setting appointments for sales department using lead management system and standard company templates. Must present a professional appearance.
Job Summary:
The Business Development Manager (BDM) oversees all activities related to automotive call handling. This role directly manages a virtual team responsible for handling customer calls across multiple dealerships and coordinating with an AI partner that supports automated scheduling and call routing. The BDM is accountable for team performance, vendor management, KPI tracking, and continuous process improvement.
Responsibilities:
- Directly oversee all inbound call routing, service appointment scheduling, and outbound call functions.
- Ensure team performance aligns with company standards and customer satisfaction goals.
- Manage daily scheduling workflows and team assignments to maximize efficiency and effectiveness.
- Conduct regular call reviews to assess call quality, customer service, and script adherence.
- Provide feedback, coaching, and corrective action as needed through formal action reports.
- Support staff development and implement training as necessary.
- Track and report on department KPIs including alerting times, abandonment rates, rejected or missed calls, etc.
- Identify trends and implement corrective actions to improve performance.
- Serve as the primary liaison with the AI partner responsible for service appointment scheduling and inbound call routing.
- Monitor and evaluate the AI system’s performance and recommend improvements.
- Ensure alignment between AI functions and department objectives.
- Develop and maintain weekly and monthly performance reports for both internal staff and AI vendor performance.
- Present data-driven insights to leadership and recommend process improvements
- Continuously identify areas for process enhancement within the scheduling and call handling workflows.
- Implement best practices and technology improvements to increase efficiency and customer satisfaction.
- Work closely with General Managers and other internal departments to ensure all customer inquiries are resolved.
- Coordinate with IT and AI support team for technical troubleshooting and system upgrades.
Qualifications:
- High School diploma or equivalent
- 2+ Years in a supervisor capacity
- Proven experience in business development, call center management, or service department leadership within the automotive industry.
- Strong understanding of customer service, appointment scheduling, and call flow optimization.
- Experience working with AI or automated systems in a customer service setting is preferred.
- Excellent analytical, organizational, and communication skills.
Benefits
- Medical, Dental, Vision, Life Insurance
- 401k
- Paid Holidays
- Weekly Paychecks
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