Senior Manager, Automotive Contact Centre Operations

Join the ride Job Title: Senior Manager, Automotive Contact Centre OperationsDepartment: Fixed OperationsLocation: Edmonton, AlbertaClassification: Full Time, Hybrid Travel Required: YesCompensation:$95,000.00 – $105,000.00 (CAD) + bonus opportunity based on KPI metrics and staff productivity AutoCanada, one of the country’s largest multi-brand automotive groups, is seeking an experienced Senior Manager, Automotive Contact Centre Operations to lead the strategy, performance, and growth of our Service Business Development Centres (BDCs). This role is focused on managing contact centre operations — driving service appointment volume, improving customer retention, elevating customer experience, and ensuring service bays are fully utilized. The ideal candidate has hands‑on experience managing large call centre teams, along with strong knowledge of automotive fixed operations. You’ll build high‑performing teams, optimize technology platforms, and oversee both in‑house and outsourced BDC models to deliver measurable results. Area of Focus You will be the central leader for BDC operations across our dealership network — setting strategy, coaching teams, and ensuring KPIs are met. This includes implementing best practices in workforce planning, call quality, customer communication, and performance tracking. You’ll align BDC processes with dealership service goals, diagnose underperformance, and put corrective actions in place. A key part of the role will also be evaluating and balancing in‑house versus outsourced BDC models to maximize scalability, efficiency, and ROI. What Drives Your Day to Day BDC Strategy & Performance Management – Develop, implement, and oversee comprehensive BDC strategies to drive service bay occupancy, customer retention, and lead generation. Monitor performance across internal and outsourced teams, analyze data to identify trends, and make strategic adjustments to improve efficiency and results. Collaborate with sales, marketing, and corporate stakeholders to ensure alignment with broader business objectives. Technology Integration & Optimization – Lead the adoption and optimization of BDC technologies and platforms (e.g., Xtime, CDK, Salesforce) to enhance service operations. Ensure effective system utilization, identify opportunities for improvement, and establish processes that maximize efficiency and customer satisfaction. Training & Development – Serve as the subject matter expert for BDC operations and technology. Design and deliver training programs for internal and outsourced teams, ensure consistent technology adoption, and develop plans to address skills gaps. Support underperforming locations through targeted coaching and process improvements. Leadership & Vendor Management – Manage relationships with outsourced BDC partners, ensuring adherence to KPIs, SLAs, and AutoCanada’s standards. Evaluate the balance between in‑house and outsourced BDC models, and recommend scalable solutions. Lead team structure assessments and development plans to ensure growth and operational excellence. Must Haves Bachelor’s degree or equivalent post‑secondary education preferred. 7+ years in automotive sales/management. 3+ years in contact/call centre management. Hands‑on experience with BDC technology and CRM tools (CDK, Salesforce, DealerMine, Xtime). Strong analytical, forecasting, and project management skills. Proficiency in MS Office and data visualization tools (Excel, PowerPoint, Tableau). The Perks Competitive pay with strong team support. Medical, dental, vision, and extended health benefits. Prescription insurance discounts up to 80%. Employee vehicle purchase & service programs. Health & wellness initiatives. Professional development and career advancement opportunities. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential. We hope so. It’s equally as important that you choose us as we choose you. Can you picture yourself here already? We hope so. It’s equally as important that you choose us as we choose you. We thank all applicants for their interest; however, only those selected for an interview will be contacted. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter. Equal Opportunity Statement We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter. #J-18808-Ljbffr