vBDC Manager

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Basic Function

This is a full-time, remote, work-from-home position with a MINIMUM OF 40 HOURS/ WEEK REQUIRED.

The virtual Business Development Center (vBDC) Manager will oversee the daily operations of assigned agents. The vBDC Manager will be responsible for supporting, mentoring, and motivating an assigned team of agents while meeting key KPIs and excellent customer service. Multitasking, detail-oriented, and problem-solving skills are required in this fast-paced environment.

Responsibilities

The following duties and responsibilities represent the essential functions of the job. As a Mid-Level Manager, you may be required to perform additional duties, as assigned.

• Monitor daily, weekly, and monthly activity, and KPIs of assigned agents.
• Monitor agent breaks, lunches, system logins, and system logouts, and make sure agents are meeting company policies and protocols.
• Assist in scheduling needs that are within 48 hours.
• Support agents with their needs to meet customers' expectations, including Hot Escalation situations and Turn Over calls.
• Main communicator between upper management/ company and agents.
• Coaching and continuous training of agents to meet and exceed KPIs and customer service.
• Personally handle escalated customer issues, demonstrating problem-solving abilities and ensuring resolutions that uphold company standards (Live Calls).
• Active in Slack to assist agents with system or program issues.
• Perform disciplinary actions/ talks with agents, including verbal warnings, write-ups, and terminations.
• Attend meetings with the Operations Manager and come with suggestions/ ideas to better improve the team.
• Audit agent calls to meet KPIs and exceed customer expectations and needs.
• Answer inbound calls with the highest level of professionalism. 50 calls per day/ 1,000 calls per month.

Skills

• Outstanding communication skills, both written and verbal, with the ability to convey information clearly and effectively.
• Strong leadership skills with the ability to motivate and inspire a team to achieve performance goals.
• Google, Microsoft, and Slack knowledge.
• Detail-oriented and able to adapt to new tasks on hand.
• Organized and great time management.
• Accountable for daily, weekly, and monthly KPIs.
• Strong organizational skills with the ability to multi-task in a fast-paced environment.

Ideal Workspace

• Must have existing high-speed internet access at home. 1 gig.
• At least 2 monitors.
• Quiet, noise-free home office space, free of distractions.
• Computer Specs, PC
  • AMD Ryzen 3 or higher, Intel Core i3 Processor or similar.
  • 8 GB of RAM minimum.
  • Windows 11 or higher.
  • Webcam.
  • Google Chrome is installed.

Education/ Training

• High school diploma or GED equivalent.

Experience

• Management Experience (1 Year)
• Customer/ Client Experience (3 Years)
• Outbound/ Inbound Call Experience (3 Years)
• At least 1 year of experience working remotely from home.
• At least 1 year experience with and knowledge of automotive dealerships.

Physical Requirements

• Sitting at a computer, vision, close-up work, extensive computer work, extensive speaking on the phone.