BDC & Internet Manager: Lead, Coach & Optimize Appointments
Cavender Auto Country Ford
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Benefits offered by this job
Job summary
Cavender Auto Country-Ford is seeking a results-driven Business Development/Internet Manager to lead and elevate our Service BDC operations. This role supports the Business Development Manager in driving appointment volume, improving customer satisfaction, and building a high-performing BDC team across inbound and outbound campaigns.
The ideal candidate is a strong people leader who thrives in a fast-paced environment, understands call center operations, and is passionate about coaching,
Responsibilities
- Hire, coach, train, and monitor Business Development Representatives to ensure top performance
- Interview candidates and make staffing recommendations
- Create and maintain schedules for all BDC teams
- Assess, document, and de-escalate employee concerns while keeping leadership informed
- Monitor training completion and ensure all assigned training is completed on time
- Work closely with Department Managers to develop appointment-setting strategies
- Notify leadership and stores of critical system or phone outages immediately
- Serve as a Dialpad subject matter expert, maintaining accurate DID lines and system setup
- Assist with creating new user accounts and onboarding access for new hires
- Monitor call volumes and allocate staff appropriately
- Review calls for quality and provide real-time coaching and feedback
- Create, update, and refine call scripts to support active campaigns
- Assist with monthly bonus payroll by verifying spiffs for accuracy
- Create and maintain training plans specific to each call queue
- Stay current with industry trends and bring forward new ideas to enhance performance
Job description
Cavender Auto Country-Ford is seeking a results-driven Business Development/Internet Manager to lead and elevate our Service BDC operations. This role supports the Business Development Manager in driving appointment volume, improving customer satisfaction, and building a high-performing BDC team across inbound and outbound campaigns.
The ideal candidate is a strong people leader who thrives in a fast-paced environment, understands call center operations, and is passionate about coaching,
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