Call Center Manager/BDC

At Kocourek Automotive, we are committed to delivering an exceptional customer experience from the very first interaction. Our Business Development Center (BDC) plays a critical role in driving sales and service traffic, and we’re looking for a motivated, results-driven leader to take our call center team to the next level.

🎯 Position Overview

The BDC Call Center Manager is responsible for leading, coaching, and developing a high-performing team of BDC Representatives. This role focuses on driving appointment setting, improving conversion rates, and ensuring a top-tier customer experience across all inbound and outbound communications.

🔑 Key Responsibilities

• Lead and manage daily operations of the BDC call center team
• Monitor and improve inbound/outbound call performance and appointment set/show rates
• Coach, train, and develop BDC representatives to achieve performance goals
• Track and report key metrics (call volume, conversion rates, appointment retention, etc.)
• Ensure all customer interactions meet dealership standards for professionalism and responsiveness
• Partner with Sales and Service Managers to align on goals and opportunities
• Handle escalated customer concerns and ensure timely resolution
• Develop and implement processes to improve efficiency and customer satisfaction
• Maintain CRM data integrity and ensure proper follow-up procedures

📊 Qualifications

• 2+ years of BDC, call center, or automotive sales management experience preferred
• Proven track record of achieving or exceeding performance metrics
• Strong leadership, coaching, and team development skills
• Excellent communication and customer service abilities
• Experience with CRM systems (DealerSocket, VinSolutions, etc.)
• Ability to analyze data and drive performance improvements
• High energy, positive attitude, and strong work ethic

💼 What We Offer

• Competitive wage
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Ongoing training and career development
• Opportunity to grow within a reputable dealership