About the job
Join Quorum as a Call Centre Team Manager leading our DealerMine BDC Operations team. We are seeking a dedicated leader to enhance our operations and drive team success.
About Quorum
At Quorum, we specialize in crafting innovative and integrated software solutions tailored for automotive dealerships. Our commitment to technology and customer satisfaction is fueled by our passionate team members.
Job Overview
As the BDC Team Manager, you will lead a dynamic team of Appointment Coordinators and Team Leaders, overseeing daily operations to ensure effective staffing and exceptional service delivery. Your focus will be on mentoring, problem-solving, and maintaining strong account relationships while achieving key performance metrics.
Key Responsibilities
- Conduct regular Quality Performance Score (QPS) evaluations, providing actionable feedback to Appointment Coordinators (1-2 evaluations weekly).
- Deliver ongoing coaching sessions aimed at enhancing BDC Key Performance Indicators (KPIs) for each team member.
- Cultivate a positive and collaborative work environment through open communication.
- Facilitate quarterly performance reviews and maintain accurate documentation in performance management systems.
- Support career development initiatives to enhance employee skills and foster internal mobility.
- Oversee comprehensive training and development programs for Appointment Coordinators to achieve full cross-training efficiency.
- Monitor scheduling and provide constructive feedback to minimize booking errors.
- Assign daily call objectives aligned with dealership targets.
- Act as a proactive liaison among Appointment Coordinators, dealership staff, and internal stakeholders to maintain effective relationships.
Collaborative Responsibilities
- Work closely with the Customer Success team to enhance the overall customer experience.
- Engage in strategy meetings to identify opportunities for customer retention improvements.
- Partner with HR to optimize recruitment strategies and manage disciplinary processes.
- Assist in delivering training during the onboarding phase.

