Business Development Manager

Kocourek Subaru•Wausau, WI

11d

About The Position

At Kocourek Automotive, we are committed to delivering an exceptional customer experience from the very first interaction. Our Business Development Center (BDC) plays a critical role in driving sales and service traffic, and we’re looking for a motivated, results-driven leader to take our call center team to the next level. The BDC Call Center Manager is responsible for leading, coaching, and developing a high-performing team of BDC Representatives. This role focuses on driving appointment setting, improving conversion rates, and ensuring a top-tier customer experience across all inbound and outbound communications.

Requirements

2+ years of BDC, call center, or automotive sales management experience preferred
Proven track record of achieving or exceeding performance metrics
Strong leadership, coaching, and team development skills
Excellent communication and customer service abilities
Experience with CRM systems (DealerSocket, VinSolutions, etc.)
Ability to analyze data and drive performance improvements
High energy, positive attitude, and strong work ethic

Responsibilities

Lead and manage daily operations of the BDC call center team
Monitor and improve inbound/outbound call performance and appointment set/show rates
Coach, train, and develop BDC representatives to achieve performance goals
Track and report key metrics (call volume, conversion rates, appointment retention, etc.)
Ensure all customer interactions meet dealership standards for professionalism and responsiveness
Partner with Sales and Service Managers to align on goals and opportunities
Handle escalated customer concerns and ensure timely resolution
Develop and implement processes to improve efficiency and customer satisfaction
Maintain CRM data integrity and ensure proper follow-up procedures