BDC Supervisor

SUMMARY

A BDC Supervisor assists the BDC Manager with overseeing the daily operations of the Business Development Center (BDC) focused on both sales and service. This role involves managing a team of BDC Agents, developing strategies to generate and manage leads, scheduling appointments for sales and service, and spearheading Customer Value Management activities, while ensuring excellent customer service. The BDC Supervisor also analyzes performance data, identifies areas for improvement, and provides training to enhance team effectiveness and achieve sales and service goals.

ESSENTIAL DUTIES

• Sales
  • Managing and tracking leads, ensuring timely follow-up, and maximizing lead-to-appointment rates.
  • Work with management and BDC agents to increase lead generation through different channels based on Sales needs
  • Formatting leads worksheets for BDC Agents and Sales Managers
  • Ensuring excellent customer service through effective communication, addressing inquiries, and resolving issues.
  • Tracking and analyzing key performance indicators (KPIs) to identify areas for improvement. 

• Service
  • Utilizing CRM systems to track customer interactions, manage leads, and maintain accurate records
  • Utilizing scheduling software to book service appointments, monitor appointment capacities, and manage appointment allocation
  • Create Service Call lists for BDC Agents and Saipan Service
  • Work with Aftersales managers and vendors to identify and deliver campaigns that generate Service drive traffic and sales.

• Customer Value Management
  • Responding to customer feedback via Reputation Score and other channels
  • Mitigate customer concerns escalated from BDC Agents
  • Facilitate formal complaints amongst Management and Customers by gathering facts, creating timelines, identifying roadblocks and resolutions.

• Department Wide
  • Preparing reports and presenting findings to management.
  • Working closely with sales, service, and marketing teams to align strategies and optimize lead/appointment generation and conversion.
  • Maintaining up-to-date knowledge of products, services, and dealership promotions. Staying informed about industry trends and best practices.
  • Provide ongoing coaching of BDC Agents and feedback to enhance team performance, including reviewing agent productivity, call statistics, and call outcomes.
  • Tracking and analyzing key performance indicators (KPIs) to identify areas for improvement. 
  • Assist in the development and updating of Standard Operating Procedures (SOPs) to ensure consistency, compliance, and efficiency across departmental operations, collaborating with BDC Agents and key managers as needed.
  • Develop and manage employee work schedules to ensure adequate staffing and operational coverage within the department.

Additional responsibilities may be assigned based on organizational needs.

QUALIFICATIONS

• Education
  • High School Diploma equivalent
• Experience
  • 3+ years of providing excellent Customer Service
  • 2-3 years of experience in a service, sales, or call center environment
  • 1-2 years of utilizing a Customer Relationship Management System (CRM) and Scheduling software
  • 1-2 years of Microsoft Office (Outlook, Excel, PowerPoint)
  • 1+ years of a supervisory or team lead role (preferred)
  • 1+ years in an Automotive Dealership (preferred)
• Licensure
  • Valid Guam Driver’s License

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

• Skills
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to assist the BDC Manager in identifying areas for improvements or corrective action.
  • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job
  • Conflict Resolution - Addressing and resolving workplace conflicts professionally and fairly, mediate disputes, maintain a positive work atmosphere, and ensure team cohesion.
  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Time Management — Managing one's own time and the time of others.
  • Management of Material Resources — Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

• Abilities
  • The ability to lead teams, delegate tasks effectively, and motivate individuals to achieve high performance, meet organizational goals, and guiding employees through change and growth. Demonstrates accountability, clear decision-making, and a focus on continuous improvement.
  • The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
  • The ability to apply general rules to specific problems to produce answers that make sense.
  • The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
  • The ability to choose the right mathematical methods or formulas to solve a problem.

HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES

• Responsibilities
  • Ensure a healthy and safe workplace
  • Ensure employees are trained in and adhere to standard work procedures
  • Identify and initiate correction of hazards
  • Assess and meet HSE needs of individual employees
  • Assist individual employees to improve HSE performance
  • Provide appropriate work and support services for ill, injured or troubled employees
  • Documentation and record keeping
  • Supervise employees and contractors

• Key Activities
  • Train employees in safe work practices and procedures and ensure compliance
  • Inspect workplace specifically for HSE problems
  • Stop any unsafe work practices
  • Report and analyze incidents and initiate preventative actions
  • Encourage employees to report incidents and near misses
  • Ensure contractor safety standards are met
  • Access safety support services as required
  • Involve employees in HSE activities
  • Supervise employees
  • Conduct and document workplace inspections
  • Participate in and organize risk assessments
  • Ensure new employees are inducted
  • Assist in resolving safety issues
  • HSE discussed in team meetings

• Accountability Measures
  • Involved in and support HSE committee or equivalent

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The physical requirements of this position involve Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

SUPERVISORY RESPONSIBILITY

This position has direct supervisory responsibility under the direction of the BDC Manager.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.