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Business Development Centre, Team Lead
3 weeks ago
**Join the ride**
**Job Title**: BDC, Team Lead
**Dealership**:401 Dixie Hyundai
**Location**: Mississauga, ON
**Classification**: Full time, Onsite, Immediate Vacancy
** Compensation**: $45,000K-$55,000K
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).
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**
** The BDCTeam Lead**who will be responsible for the day-to-day supervision, coaching, and performance of a team of BDC Representatives in an automotive dealership setting.
What Drives Your Day to Day**- Motivate the team to achieve daily, weekly, and monthly appointment setting and lead conversion goals (KPIs). Conduct performance reviews and implement corrective action when necessary.
- Assist the Service Manager with recruitment, onboarding, and scheduling to ensure adequate coverage and optimal team productivity.
- Run and analyze daily, weekly, and monthly reports on key performance indicators (KPIs) such as appointment set rate, show rate, conversion rate, and customer satisfaction (CSI).
- Oversee the efficient distribution and follow-up of all sales and service leads (internet, phone, internal) using the CRM system.
- Ensure the team maintains the highest level of professionalism and customer service quality. Handle escalated customer issues and complaints.
- Identify and recommend improvements to BDC scripts, word tracks, processes, and workflows to enhance efficiency and effectiveness.
- Maintain a strong working relationship with the Sales and Service Management teams to ensure seamless customer handoffs and alignment on goals and current promotion
- Prepare detailed performance reports and present findings, trends, and improvement strategies to the BDC Manager and other dealership management.
- Ensure the team is accurately logging all customer interactions and information into the Customer Relationship Management (CRM) system.
- Maintain and enforce thorough, up-to-date knowledge of all dealership products, services, current incentives, and marketing initiatives. **
What are the must haves?**
- Minimum of 1-3 years of experience in a high-volume Business Development Center (BDC), Internet Sales, or Call Center environment, preferably within the automotive industry.
- Prior experience in a leadership, supervisory, or senior/mentor role is preferred.
- High School Diploma or equivalent required.
- Exceptional verbal and written communication skills with the ability to coach, train, and communicate complex information clearly.
- Proven ability to manage, motivate, and mentor a team to achieve performance targets in a fast-paced, goal-oriented environment.
- Expert-level knowledge and proficiency in using CRM software (e.g., DealerSocket, VinSolutions, Elead), Dealer Management Systems (DMS), and standard office software (e.g., Microsoft Office/Google Suite)
- Ability to read, interpret, and act upon BDC performance data and KPIs.
The Perks**
- Competitive pay with strong team support.
- Health and dental benefits
- Employee vehicle purchase & service programs.
- Health & wellness initiatives.
- Professional development and career advancement opportunities.
And those are just the basics. 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
Can you picture yourself here already?**
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BDC, BDC Supervisor, BDC Team Lead, Fixed Operations, Service Advisor, Automotive Service, Business Development
