Experienced Service BDC Manager

Overview

We are seeking a dynamic and experienced Service BDC (Business Development Center) Manager to lead our customer service and appointment scheduling teams with energy and precision. In this pivotal role, you will drive operational excellence by managing client interactions, optimizing team performance, and ensuring exceptional service delivery. Your leadership will inspire a motivated team to exceed goals, foster cross-functional collaboration, and enhance overall customer satisfaction. This is an exciting opportunity for a proactive professional passionate about managing teams in a customer support environment and leveraging data-driven insights to improve processes.

Responsibilities

• Lead, supervise, and motivate the Service BDC team to achieve high performance standards in client communication and appointment setting.
• Develop and implement strategies to improve call center efficiency, customer engagement, and client retention.
• Manage daily operations of the BDC, including overseeing call scripts, workflows, and CRM system utilization to maximize productivity.
• Collaborate with sales, service departments, and management teams to align objectives and streamline client communication processes.
• Analyze performance metrics using analytics tools to identify areas for improvement; implement targeted coaching and training initiatives.
• Ensure compliance with company policies and industry regulations while maintaining a focus on delivering outstanding customer service experiences.
• Utilize project management skills to coordinate initiatives aimed at enhancing client communication channels and operational workflows.

Skills

• Proven leadership experience managing teams in a customer support or call center environment with a focus on supervision and coaching.
• Strong management skills with the ability to oversee multiple projects simultaneously while maintaining attention to detail.
• Excellent communication skills in English; multilingual abilities are a plus for engaging diverse client bases.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM systems for data analysis and reporting.
• Demonstrated ability to collaborate across departments (cross-functional collaboration) to achieve shared goals.
• Expertise in client services management, negotiation, and customer relationship building.
• Skilled in data-driven decision making using analytics tools; capable of interpreting complex data sets for strategic improvements.
• Experience with call center management, supervising customer service teams, and managing client communication channels effectively.
• Strong organizational skills with the ability to lead projects from inception through completion within tight deadlines.
• Technical proficiency in CRM systems and familiarity with customer service management tools is essential for success.

Join us as we elevate our Service BDC operations through energetic leadership, innovative strategies, and unwavering commitment to excellence!

Pay: $48,200.00 - $58,100.00 per year

Experience:

• BDC Management: 1 year (Required)

Ability to Commute:

• Morristown, TN 37814 (Required)

Work Location: In person