BDC Manager

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Date: 19 Feb 2025

Location: Tamuning, United States

Company: inchcape

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. The 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

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.

 

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.

 

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.

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

 

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.

 

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.

 

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.

 

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.

 

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.

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.

 

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

 

 

QUALIFICATIONS
  • Education
    • High School Diploma or equivalent
  • Experience
    • 3+ years of experience in a BDC or sales environment, with at least 1-2 years in a leadership or managerial role.
    • Previous experience with CRM software, lead management tools, and data reporting.
  • Certification
    • Valid Guam Driver’s License

 

KNOWLEDGE, SKILLS, AND ABILITIES

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Knowledge
    • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
    • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Skills
    • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
    • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
    • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
    • Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.
    • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
    • Time Management — Managing one's own time and the time of others.
    • Management of Material Resources — Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
  • Abilities
    • The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
    • The ability to apply general rules to specific problems to produce answers that make sense.
    • The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
    • The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
    • The ability to choose the right mathematical methods or formulas to solve a problem.

 

 

HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES
  • Responsibilities
    • Ensure a healthy and safe workplace
    • Ensure employees are trained in and adhere to standard work procedures
    • Identify and initiate correction of hazards
    • Assess and meet HSE needs of individual employees
    • Assist individual employees to improve HSE performance
    • Provide appropriate work and support services for ill, injured or troubled employees
    • Documentation and record keeping
    • Supervise employees and contractors
  • Key Activities
    • Train employees in safe work practices and procedures and ensure compliance
    • Inspect workplace specifically for HSE problems
    • Stop any unsafe work practices
    • Report and analyze incidents and initiate preventative actions
    • Encourage employees to report incidents and near misses
    • Ensure contractor safety standards are met
    • Access safety support services as required
    • Involve employees in HSE activities
    • Supervise employees
    • Conduct and document workplace inspections
    • Participate in and organize risk assessments
    • Ensure new employees are inducted
    • Assist in resolving safety issues
    • HSE discussed in team meetings
  • Accountability Measures
    • Performance review
    • Incident investigation
    • Inspections and audits
    • Incident and near hit frequency by location
    • Involved in and support HSE committee or equivalent

 

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

 

SUPERVISORY RESPONSIBILITY

This position has direct supervisory responsibility

 

 

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.