BDC Assistant Manager

divh2Bdc Assistant Manager/h2pWe are seeking a BDC Assistant Manager to support the leadership and success of our fast-paced, high-volume Service Business Development Center. The Assistant Manager will work closely with the Senior Manager to drive team performance, ensure exceptional customer service, and help meet departmental goals. This role is ideal for an experienced BDC professional with strong leadership skills who thrives in a structured, results-driven environment./ppThe BDC Assistant Manager will support the oversight of daily operations, assist with coaching representatives, help track performance metrics, and contribute to ensuring efficient handling of inbound and outbound communications. You will partner with the Senior Manager as both a leader and a hands-on contributor, providing backup support with calls, emails, and escalations when needed./ppResponsibilities/pulliSupport the Senior Manager in overseeing daily operations of the Service BDC team./liliMonitor call activity, appointment volume, show rates, and answer rates to ensure team targets are achieved./liliCoach, train, and mentor BDC Representatives to improve call quality, appointment setting, and customer engagement./liliHandle escalated customer concerns with professionalism and problem-solving./liliAssist in scheduling, workload balancing, and ensuring full coverage during business hours./liliAnalyze reports and provide feedback on performance trends to management./liliParticipate in outbound call campaigns, appointment setting, and lead follow-up when team support is needed./liliEnsure all customer contacts (phone, text, and email) are handled promptly and professionally./liliPromote ethical conduct, consistent follow-up, and exceptional customer satisfaction./liliCollaborate with Service Managers and Advisors to align customer appointments with shop capacity./li/ulpRequirements/pulliProven experience in a BDC, call center, or automotive service leadership role./liliStrong understanding of dealership service operations./liliExcellent communication, coaching, and organizational skills./liliAbility to handle a high-volume, fast-paced environment while ensuring accuracy and quality./liliProficiency with CRM platforms, CDK Service, and Microsoft Office./liliBilingual a plus./liliValid drivers license required./li/ul/div