Call Centre Manager

O'Regan's Automotive Group View all jobs

Dartmouth, NS
Permanent
Full-time

2 months ago

Business Development Centre (BDC) Manager – Sales & ServiceLead the Drive to Success with O’Regan’s!Are you a strong leader who thrives on performance, coaching, and creating exceptional customer experiences? O’Regan’s Automotive Group, proudly one of Canada’s Best Managed Companies, is looking for a driven Business Development Centre (BDC) Manager to lead our Sales & Service communication teams.This is your opportunity to make a real impact by shaping customer journeys, developing high-performing teams, and driving measurable results in a fast-paced, growth-focused environment.What You’ll Do:Lead & Inspire

Recruit, train, coach, and motivate BDC Sales & Service representatives
Set clear performance expectations and hold the team accountable to KPIs
Conduct performance reviews, call monitoring, and regular coaching sessions
Foster a positive, customer-first team culture built on accountability and growth

Drive Sales & Service Performance

Oversee all inbound and outbound customer communication (phone, email, text, chat, internet leads)
Ensure timely, professional follow-up for sales and service opportunities
Partner closely with Sales Managers, Service Managers, and Advisors to optimize appointment flow
Monitor appointment setting, confirmation, show rates, and conversion metrics

Optimize Processes & Results

Develop, implement, and refine BDC scripts, workflows, and best practices
Track, analyze, and report performance metrics to leadership
Ensure CRM accuracy, compliance, and effective lead distribution
Identify opportunities to improve customer experience and operational efficiency

Champion the Customer Experience

Ensure all customer interactions meet or exceed brand and company standards
Resolve escalated customer concerns promptly and professionally
Drive seamless handoffs between BDC, Sales, and Service teams

Who You Are:

A proven leader with experience managing a BDC, call centre, or customer-focused sales/service team (automotive experience preferred)
A confident coach with strong communication and leadership skills
Data-driven, with the ability to analyze performance metrics and drive results
Highly organized and detail-oriented in a fast-paced environment
Proficient with CRM systems and lead management tools

Bonus Points If You Have:

Automotive dealership sales and/or service experience
Experience with internet lead management, phone training, and appointment setting
Knowledge of OEM or brand customer experience standards

What’s in it for YOU?

Comprehensive benefits package – We cost-share medical premiums to keep healthcare affordable for you and your family
Competitive compensation package - A competitive salary, plus the opportunity to earn additional income through performance-based bonuses, rewarding your hard work and dedication.
Group RSP matching program – Because your future matters
Employee family assistance program – Support when life throws curveballs
Ongoing training & leadership development – Your growth fuels our success
Exclusive employee discounts on labour, parts, services, and vehicle purchases
Free on-site parking and gym access

#LI-KC1

O'Regan's Automotive Group

Apply Now