BDC Supervisor

Inchcape • Tamuning, GU

69d

About The Position

A BDC Supervisor assists the BDC Manager with overseeing the daily operations of the Business Development Center (BDC) focused on both sales and service. This role involves managing a team of BDC Agents, developing strategies to generate and manage leads, scheduling appointments for sales and service, and spearheading Customer Value Management activities, while ensuring excellent customer service. The BDC Supervisor also analyzes performance data, identifies areas for improvement, and provides training to enhance team effectiveness and achieve sales and service goals.

Requirements

• High School Diploma equivalent.
• 3+ years of providing excellent Customer Service.
• 2-3 years of experience in a service, sales, or call center environment.
• 1-2 years of utilizing a Customer Relationship Management System (CRM) and Scheduling software.
• 1-2 years of Microsoft Office (Outlook, Excel, PowerPoint).
• 1+ years of a supervisory or team lead role (preferred).
• 1+ years in an Automotive Dealership (preferred).
• Valid Guam Driver's License.

Responsibilities

• Managing and tracking leads, ensuring timely follow-up, and maximizing lead-to-appointment rates.
• Work with management and BDC agents to increase lead generation through different channels based on Sales needs.
• Formatting leads worksheets for BDC Agents and Sales Managers.
• Ensuring excellent customer service through effective communication, addressing inquiries, and resolving issues.
• Tracking and analyzing key performance indicators (KPIs) to identify areas for improvement.
• Utilizing CRM systems to track customer interactions, manage leads, and maintain accurate records.
• Utilizing scheduling software to book service appointments, monitor appointment capacities, and manage appointment allocation.
• Create Service Call lists for BDC Agents and Saipan Service.
• Work with Aftersales managers and vendors to identify and deliver campaigns that generate Service drive traffic and sales.
• Responding to customer feedback via Reputation Score and other channels.
• Mitigate customer concerns escalated from BDC Agents.
• Facilitate formal complaints amongst Management and Customers by gathering facts, creating timelines, identifying roadblocks and resolutions.
• Preparing reports and presenting findings to management.
• Working closely with sales, service, and marketing teams to align strategies and optimize lead/appointment generation and conversion.
• Maintaining up-to-date knowledge of products, services, and dealership promotions. Staying informed about industry trends and best practices.
• Provide ongoing coaching of BDC Agents and feedback to enhance team performance, including reviewing agent productivity, call statistics, and call outcomes.
• Assist in the development and updating of Standard Operating Procedures (SOPs) to ensure consistency, compliance, and efficiency across departmental operations.
• Develop and manage employee work schedules to ensure adequate staffing and operational coverage within the department.

What This Job Offers

• Industry: Motor Vehicle and Parts Dealers
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees