Assistant Service BDC Manager at Cavender Auto Family

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

75000.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Training, Call Center Operations, Customer Service, Organizational Skills, Continuous Improvement, Team Development, Appointment Setting, Quality Assurance, Performance Management, Communication, Problem Solving, Scheduling, Monitoring, Feedback

Industry

Motor Vehicle Manufacturing

Description

Cavender Toyota, a Cavender Auto Family Dealership, is currently looking for a talented, results-driven Business Development Assistant Manager to help lead and elevate our Service BDC operations. This role supports the Business Development Manager in driving appointment volume, improving customer satisfaction, and developing a high-performing BDC team across inbound and outbound operations. The ideal candidate is a strong people leader who thrives in a fast-paced environment, understands call center operations, and is passionate about coaching, training, and continuous improvement. Why Work at Cavender Toyota: * Pay will be $60K - $75K a year, based on experience. * Medical, Dental and Vision Insurance, and pet insurance * Paid Time off * Paid Maternity and Paternity leave (Parental Leave) * Company Paid $10,000 life insurance policy * Employee discounts on Vehicles, Service and Parts * Professional growth and development training on a quarterly basis. WHAT YOU’LL BE DOING Leadership & Team Development * Hire, coach, train, and monitor Business Development Representatives to ensure top performance * Interview candidates and make staffing recommendations * Create and maintain schedules for all BDC teams and manage schedule adherence * Assess, document, and de-escalate employee concerns while keeping leadership informed * Monitor training completion and ensure all assigned training is completed on time Operational Excellence * Work closely with Department Managers to develop appointment-setting strategies that maximize dealership traffic * Identify opportunities for continuous improvement within the BDC and overall organization * Notify leadership and stores of critical system or phone outages immediately * Serve as a Dialpad subject matter expert, maintaining accurate DID lines and system setup * Assist with creating new user accounts and onboarding access for new hires Inbound (IB) Team Responsibilities * Monitor call volumes and allocate staff appropriately * Review calls for quality and provide real-time coaching and feedback * Ensure consistent, high-quality customer interactions * Manage advisor view cameras on BDC displays Outbound (OB) Team Responsibilities * Manage outbound calling campaigns to meet monthly call volume goals * Coach and develop OB associates to improve performance * Create, update, and refine call scripts to support active campaigns * Assist with monthly bonus payroll by verifying spiffs for accuracy Training & Development * Create and maintain training plans specific to each call queue * Identify skill gaps and develop training resources as needed * Stay current with industry trends and bring forward new ideas to enhance performance -------------------------------------------------------------------------------- WHAT YOU’LL NEED * Previous Call Center Manager or Supervisor experience required * Strong leadership, organizational, and coaching skills * Excellent interpersonal and customer service skills * Ability to work in a fast-paced, results-driven environment * High School Diploma or GED required * Must pass background check and drug screen prior to employment

Responsibilities

The Assistant Service BDC Manager will lead and develop the Service BDC operations, focusing on appointment volume and customer satisfaction. Responsibilities include hiring and training staff, monitoring performance, and collaborating with department managers to enhance operational strategies.