BDC (Business Development Center) Manager

About the role

We are seeking a motivated and results-driven BDC Manager to lead our Business Development Center team. This role is responsible for managing all inbound and outbound customer communications, driving appointment setting, and increasing showroom traffic and sales conversions. The ideal candidate is a strong leader with a passion for customer service, team development, and performance accountability.

Key Responsibilities

• Oversee daily operations of the BDC team, including internet leads and inbound/outbound calls
• Ensure all leads are responded to promptly and professionally
• Monitor and track key performance indicators (KPIs) such as response time, appointment set rate, show rate, and sales conversion
• Train, coach, and develop BDC staff to improve performance and customer experience
• Ensure adherence to company processes, scripts, and CRM usage
• Handle escalated customer concerns and provide effective resolutions
• Work closely with Sales Management to ensure a smooth transition from BDC to showroom
• Implement strategies to increase lead conversion and appointment show rates
• Conduct regular performance reviews and team meetings
• Assist in hiring and onboarding new team members

Qualifications

• 2–3+ years of automotive BDC, internet sales, or related experience
• Prior leadership or management experience preferred
• Strong communication and customer service skills
• Experience with CRM systems and lead management tools
• Proven ability to coach, motivate, and develop a team
• Strong organizational and multitasking abilities
• Results-driven with a focus on performance metrics

Work Environment

• Primarily office-based with interaction on the sales floor
• Fast-paced, high-volume environment
• Flexible schedule, including evenings and weekends as needed

Benefits

• Medical, Dental & Vision Insurance
• 401K Plan + Match
• Paid time off and vacation
• Company paid short term disability
• Company paid life insurance
• Growth opportunities
• Employee vehicle purchase plans
• Long term job security
• Health and wellness
• Discounts on products and services