BDC Operations Manager
The BDC Operations Manager is responsible for the training and performance standards of our offsite chat BDCs.
Responsibilities:
- Drive agent performance to achieve KPI objectives in cooperation with offsite BDC management teams. Coordinate cost-related chat volume adjustments with the department director.
- Investigate session complaints and agent process-related inquiries and provide explanations and resolutions. Provide support to field teams regarding chat agent config settings.
- Facilitate training sessions with BDC agents and offsite trainers. Provide agent process training materials to the offsite supervisors, trainers and QA teams from which to conduct future training sessions.
Requirements:
- 2 or more years of automotive software sales or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc) with a demonstrated understanding of the retail automotive industry.
- Highly motivated, growth-oriented, with ability to multi-task.
- Must have an outgoing, positive attitude and a strong work ethic.
- Confidence to suggest ideas and provide critical customer feedback to leadership.
- Organized, self-motivated, and productive while unsupervised.
- Technologically savvy and computer proficient; Microsoft Office and CRM experience required.
- Establish and maintain customer confidence and provide exceptional customer service.
- Strong verbal and written communication skills.
- Occasional travel required.
Benefits:
- Competitive salary driven by industry experience, sales experience, and prior success
- Performance based variable compensation of commissions and bonus
- Industry leading health benefits
- 401K available
- Stock options
To learn more about our company, you may visit our web site at carnow.com. Please note that due to the extremely high volume of responses, we will only respond to those candidates whose backgrounds and experience most closely match our needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.