Remote Service BDC Leader: Coaching & Ops

Fleet Glass Services, Inc.; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote work environment

Paid training and ongoing coaching

Monthly performance bonus opportunity

Health, Dental, and Vision insurance

401(k) program

Growth opportunities within InFocus

Job summary

InFocus Solutions is seeking an experienced Senior Service Lead to head our remote Automotive Service BDC operations. This hands-on leadership role focuses on developing leaders, ensuring accountability, and maintaining productivity for a large remote team.

The Senior Service Lead will oversee all Service Team Coordinators and the broader Service BDR division, drive appointment performance, call quality, queue management, and daily execution in a remote-first setting.

Qualifications

• Prior automotive BDC or dealership Service experience is strongly preferred.
• Experience coaching and developing employees.
• Ability to lead frontline supervisors or coordinators.
• Understanding of service appointment scheduling and BDC workflows.
• Knowledge of call-quality expectations and queue management.
• Comfort handling escalations professionally.

Responsibilities

• Oversee daily operations and performance across the Service BDC division.
• Lead, coach, and support Service Team Coordinators.
• Conduct structured weekly 1:1 meetings with Team Coordinators.
• Review coaching activity and ensure BDRs receive consistent development.
• Monitor Service appointment-booking performance and inbound queue SLAs.
• Monitor call-quality and productivity, identify coaching opportunities.
• Address attendance, performance, or workflow issues with teams.
• Handle higher-level dealership and operational escalations.
• Support Service campaign execution and workflow improvements.
• Ensure consistent processes across all Service pods.

Skills

Leadership

Coaching

Remote supervision

Performance management

Job description

InFocus Solutions is seeking an experienced Senior Service Lead to head our remote Automotive Service BDC operations. This hands-on leadership role focuses on developing leaders, ensuring accountability, and maintaining productivity for a large remote team.

The Senior Service Lead will oversee all Service Team Coordinators and the broader Service BDR division, drive appointment performance, call quality, queue management, and daily execution in a remote-first setting.