Call Center Manager / BDC Manager

# Call Center Manager / BDC Manager We’re looking for an experienced, hands-on **Call Center Manager / BDC Manager** to build, launch, and manage our call center operation from the ground up. This is not just a supervisory position. We need someone who can **take full ownership of the department**—from recruiting and hiring the right team to developing processes, implementing call center metrics, training employees, monitoring performance, and making staffing decisions when employees are not meeting expectations. The ideal candidate is a strong leader who understands how to create a **high-performance outbound and inbound sales call center** focused on generating appointments, improving customer engagement, and ultimately helping increase vehicle sales. ### Responsibilities * Build and organize the **call center/BDC department from the ground up** * Recruit, interview, hire, train, coach, and when necessary, terminate call center employees * Develop call scripts, follow-up processes, lead-management procedures, and daily workflows * Establish individual and team performance expectations * Create and manage **call center KPIs and metrics** * Monitor employee calls and provide ongoing coaching and feedback * Create incentive programs and performance goals for agents * Manage employee schedules and ensure proper call center coverage * Work closely with the sales department to improve lead conversion and appointment show rates * Ensure leads are being contacted quickly and followed up consistently * Track performance and provide regular reports to management * Identify underperforming employees and develop corrective action plans * Continuously improve processes, scripts, training, and technology to increase productivity * Help select and implement the appropriate CRM, phone system, dialer, and other call center tools * Build a professional, accountable, and results-driven call center culture ### Call Center Metrics You Will Be Responsible For The Call Center Manager will establish, monitor, and improve key performance indicators including: * Calls made per agent * Calls per hour * Contact rate * Lead response time * Appointments scheduled * Appointment set rate * Appointment confirmation rate * Appointment show rate * Lead-to-appointment conversion * Appointment-to-sale conversion * Overall lead-to-sale conversion * Talk time * Follow-up attempts per lead * Agent productivity * Call quality scores * Sales generated from BDC appointments ### Qualifications * Previous **Call Center Manager, BDC Manager, or similar leadership experience required** * Proven experience managing a sales-focused call center or BDC operation * Experience recruiting, hiring, training, coaching, and managing employees * Strong understanding of call center KPIs and performance management * Experience developing scripts, processes, and sales follow-up systems * Strong leadership and communication skills * Highly organized and comfortable working with numbers and performance reports * Ability to hold employees accountable and make difficult personnel decisions when necessary * Comfortable using CRM systems, phone systems, dialers, and call tracking technology * Automotive dealership or BDC experience is strongly preferred * Bilingual English/Spanish is a plus ### What We’re Looking For We are looking for someone who thinks like an **owner of the department**, not simply a manager. You should be comfortable walking into an operation, creating the structure, hiring the team, establishing the standards, measuring the results, and continuously improving performance. If you have successfully built or managed a **high-performing call center or automotive BDC** and enjoy developing people while driving measurable results, we’d love to hear from you. This is for Freelancers only!!!!!NO Agencies. No Multiple Employments.