vBDC Outbound Manager

Call Source•Oklahoma City, OK

10d•Remote

About The Position

This is a full-time, remote, work-from-home position with a MINIMUM OF 40 HOURS/ WEEK REQUIRED. The virtual Business Development Center (vBDC) Manager will oversee the daily operations of assigned Outbound agents. The vBDC Manager will be responsible for supporting, mentoring, and motivating an assigned team of agents while meeting key KPIs and excellent customer service. Multitasking, detail-oriented, and problem-solving skills are required in this fast-paced environment.

Requirements

Outstanding communication skills, both written and verbal, with the ability to convey information clearly and effectively.
Strong leadership skills with the ability to motivate and inspire a team to achieve performance goals.
Google, Microsoft, and Slack knowledge.
Detail-oriented and able to adapt to new tasks on hand.
Organized and great time management.
Accountable for daily, weekly, and monthly KPIs.
Strong organizational skills with the ability to multi-task in a fast-paced environment.
Existing high-speed internet access at home (1 gig).
At least 2 monitors.
Quiet, noise-free home office space, free of distractions.
Computer Specs, PC: AMD Ryzen 3 or higher, Intel Core i3 Processor or similar.
8 GB of RAM minimum.
Windows 11 or higher.
Webcam.
Google Chrome is installed.
Management Experience (1 Year)
Customer/ Client Experience (3 Years)
Outbound/ Inbound Call Experience (3 Years)
At least 1 year experience with and knowledge of automotive dealerships.

Responsibilities

Train, coach, and develop outbound call center agents on call handling, scripting, systems, and appointment-setting best practices.
Oversee daily operations of the outbound team, ensuring agents are properly staffed and aligned with campaign priorities.
Assign and manage call queues, lead distribution, and dialing strategies to maximize productivity and efficiency.
Upload, organize, and maintain lead data within dialing systems and CRM platforms, ensuring accuracy and readiness for campaigns.
Monitor agent activity and adherence, including call quality, attendance, and productivity standards.
Enforce company policies and procedures, including handling disciplinary actions, performance warnings, and corrective coaching.
Serve as the primary point of communication between the outbound team and the Performance Manager, providing regular updates on agent activity and campaign execution.
Identify training gaps and implement ongoing coaching sessions to improve agent performance and consistency.
Ensure agents are meeting daily and weekly activity expectations such as call volume, talk time, and appointments set.
Support onboarding of new agents, including system setup, training, and ramp-up performance tracking.
Troubleshoot operational issues related to dialing systems, data, or workflows to minimize downtime.
Foster a positive, accountable team environment focused on performance, professionalism, and continuous improvement.