BDC Manager

SUMMARY

The BDC Manager is a highly motivated and engaging individual. In this role, you are responsible for hiring, training, coaching, and developing BDC Agents to be the very best in delivering an excellent customer experience. BDC Manager is responsible for ensuring team performance meets or exceeds customer expectations, department and company KPIs and goals as it relates to phone answer rates, inbound and outbound service appointment scheduling, sales leads nurturing and appointment setting, and other goals defined by the business.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

   1. Strategic Leadership:

• Develop and implement the BDC’s strategic plan in alignment with Inchcape Guam’s overall business goals.
• Pursue business opportunities to increase sales and improve customer retention.
• Check industry trends and adjust strategies to keep competitiveness in the market.

  2. Lead Management:

• Oversee the leads qualification process, ensuring all inbound and outbound leads are effectively managed and nurtured.
• Implement and optimize lead management processes and systems, including CRM tools, to enhance efficiency and conversion rates.
• Develop strategies to convert leads into sales appointments, test drives, and increasing showroom traffic.

  3. Customer Relationship Management (CRM):

• Ensure the BDC team provides prompt, professional, and courteous customer service across all communication channels (phone, email, SMS, etc.).
• Develop and oversee customer follow-up processes to ensure an elevated level of customer satisfaction and loyalty.

  4. Team Leadership and Development:

• Recruit, train, and manage a high-performing BDC team that conducts themselves in the utmost professional manner that align with Inchcape and OEM service level standards.
• Set clear performance goals and KPIs for the team, and regularly evaluate their performance.
• Identify training and development opportunities to enhance the team’s skills and knowledge

   5. Aftersales Collaboration:

• Work closely with the aftersales team to align with workshop capacity and service appointment requirements.
• Take ownership of customer service excellence platform to generate monthly campaigns in collaboration with aftersales team to support aftersales KPIs and business needs.
• Support aftersales recall and warranty campaigns through outbound phone call campaigns and digital direct mailers.

   6. Sales Collaboration:

• Work closely with the sales team to ensure smooth handoffs of leads and seamless customer experiences.
• Collaborate with the sales management team to develop targeted sales campaigns and promotions.

   7. Marketing and Campaign Management:

• Partner with the marketing team to develop and execute marketing campaigns that generate high-quality leads for the BDC.
• Analyze the effectiveness of marketing initiatives and provide feedback to refine future campaigns.
• Utilize digital marketing strategies, such as social media, email marketing, and online advertising, to increase lead generation.

   8. Reporting and Analytics:

• Regularly analyze BDC performance metrics, including lead conversion rates, appointment show rates, and customer satisfaction scores.
•  Prepare reports highlighting key trends, successes, and areas for improvement.
• Use data-driven insights to refine BDC processes and strategies continually.

   9. Technology and Tools Management:

• Oversee the implementation and use of technology tools, including telephone systems, CRM systems, DMS, and customer service excellence platforms to enhance BDC operations.
• Ensure the BDC team is proficient in using all relevant technology and stay updated on new tools and software that can improve performance.
• Manage the integration of digital tools and platforms to streamline lead management and customer communication.

   10. Budget and Resource Management:

• Develop and manage the BDC budget, ensuring efficient use of resources while achieving business goals.
• Report on budget performance and provide recommendations for cost-effective improvements.

   11. Compliance and Quality Assurance:

• Ensure that all BDC activities follow legal and regulatory requirements, such as data protection and consumer rights laws.
• Implement quality assurance protocols to maintain high standards in customer interactions and data management.
• Oversee regular audits of BDC operations to ensure adherence to company policies and industry best practices.

MARGINAL DUTIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

Required to work during extended hours schedule and supervise staff on duty at these times.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Previous experience in managing a team of at least 10.
• Ability to drive an exceptional Customer experience.
• Demonstrated communication and interpersonal skills.
• Possess excellent and effective verbal and written communication skills.
• Excellent computer skills, including CDK, CRM, Microsoft Office-Excel, and PPT.
• Previous Call Center/ BDC management experience is a plus.

CERTIFICATES, LICENSES, REGISTRATIONS

Must have valid Guam driver’s license.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to sit, stand, walk, reach, bend and lift at least 10 pounds.

WORK ENVIRONMENT

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Work environment is in an air-conditioned office, and you are required to work outside from time to time.