BDC Team Leader

Summary

The BDC Team Lead supports the Business Development Center by overseeing daily team operations, training new and existing representatives, and assisting with key BDC functions. This role works closely with the BDC Manager to ensure smooth workflows, consistent performance, and high levels of customer satisfaction in both sales and service. The Team Lead serves as a mentor, trainer, and first point of contact for representatives in need of guidance.

Essential Duties

The following are core responsibilities of the BDC Team Lead; however, other duties may be assigned as needed.

Training & Development

• Conduct onboarding training for new Business Development Representatives.
• Provide ongoing coaching, skill-building, and refresher training for the BDC team.
• Assist the BDC Manager in developing training materials, call guides, and best practice documentation.
• Monitor call quality and provide feedback to representatives for improvement.

Operational Support

• Assist with assigning and monitoring daily tasks for BDC Representatives.
• Support the team in handling calls, emails, and communications.
• Ensure CRM “To-Do” items are completed accurately and on time.

Performance & Workflow

• Track individual and team productivity metrics and report findings to the BDC Manager.
• Provide recommendations to improve efficiency and customer satisfaction.

Customer Experience

• Promote and ensure the delivery of excellent customer service across all communications.
• Address escalated customer concerns when directed by the BDC Manager.
• Maintain adherence to dealership policies, including compliance with the National Do Not Call List and Privacy Acts.

Team Collaboration

• Foster a positive and collaborative work environment.
• Serve as the acting point of contact for the BDC team when the BDC Manager is unavailable.
• Work closely with sales, service, and management teams to ensure alignment of BDC processes.

Base hourly rate of $23.00 plus commission compensation which can range from $0.00 (if baseline benchmarks are not met) with no upper limit.

The above job description is only intended as a summary of the position’s responsibilities and does not include all duties that may be required to satisfactorily perform the job. 

The Dealership is an equal opportunity employer and maintains a drug and alcohol-free workplace.

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k)