Customer Service Manager
Customer Service Manager
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Job Description
We are seeking a highly motivated and experienced Call Center Manager to lead our Business Development Center (BDC) team. This role is responsible for overseeing day-to-day operations driving performance metrics and ensuring a high level of customer service and lead conversion. The ideal candidate has strong leadership skills experience in high-volume call environments and a passion for team development and results.
Responsibilities:
- Supervise coach and lead a team of BDC representatives to achieve performance goals in outbound and inbound call handling lead generation appointment setting and customer follow-up
- Monitor and analyze call center metrics (e.g. call volume conversion rates hold times call quality) and provide performance reports to upper management.
- Develop and implement call scripts training materials and best practices to improve
- customer engagement and sales effectiveness
- Coordinate with sales and service departments to ensure proper handoff and follow-through on appointments and leads
- Handle escalated customer concerns with professionalism and a solutions-focused approach
- Maintain and improve customer satisfaction through excellent service and effective communication
- Recruit onboard and train new team members to maintain high team performance.
- Use CRM systems and phone software (e.g. VinSolutions Elead CallSource etc.) to track customer interactions and lead progress
Qualifications:
- 3 years of call center or BDC experience with at least 1 year in a supervisory or management role
- Strong leadership coaching and team development skills
- Excellent communication organization and multitasking abilities
- Experience with automotive dealership CRM systems is highly preferred
- Ability to analyze data and implement strategies for performance improvement
- Customer-first mindset with the ability to manage a fast-paced goal-oriented environment
Want to be considered for this opening immediately Candidates already registered with us please send an updated resume to and reference the job title. If you are not already registered please apply by clicking the Apply Now button.
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Required Experience:
Manager
Employment Type
Full-Time
