Manager, BDC Operations

Manager, BDC Operations

Reports to - Director, BDC Operations

Location - Open

Quorum is currently looking for a BDC Manager to join our growing team.

THE COMPANY

Quorum focuses on developing innovative and integrated software tools and applications for our dealership customers. We couldn't do it without key team members that are as enthusiastic about our technology as they are about customers satisfaction.

Manager, BDC Operations - plans and implements call center strategies and operations, improving systems and processes, new project development, assisting in and developing policies and procedures to meet specific goals, managing staff, and overseeing daily operations and staffing within our business development center.

This role also focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics.

A successful BDC Manager will bring change management experience and strong people and process leadership skills to the team.

Responsibilities :

• Direct, administer and control the day-to-day operations and activities of the assigned BDC team / account.
• Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care.
• Active Role by promoting the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments.
• Provide ongoing feedback in the form of coaching, correction action plans, performance evaluations and the development of SMART goals.
• Accountable to meet or exceed all queue performance objectives to optimize the customer experience.
• Promote and foster a positive work environment by encouraging communication and collaboration among the team.
• Ensure effective communication within the BDC and with key stakeholders outside of the BDC (cascade relevant / important messages)
• Take an active role in driving operational improvements in the BDC by identifying and implementing opportunities.
• Partner with Account Management to ensure we are actively working to improve the customer experience and reduce churn.
• Collaborate with the HR team to maximize the recruitment strategy and manage staffing requirements.
• Support and assist in the recruitment and onboarding process including suggesting refinements.
• Participates in existing / potential client meetings where required.

Qualifications and Education Requirements

• Bachelor's degree in business or related field experience or a combination of education and experience
• 5+ years experience in call center management / operations management.
• Strong, demonstrated experience in managing large, diverse, multi-site teams
• Experience in Process Management, Product Management and Quality Management
• Require cross functional negotiation and influencing skills to resolve problems and issues

Preferred Skills

• Bilingualism would be considered an asset
• Experience in the automotive industry would be an asset

Additional Details

Our Business Development Center (BDC) has hours of operation between 7 : 00 am till 11 : 00 pm Monday to Friday and 8 : 00 am till 9 : 00 pm on Saturdays.

The center is closed on Sundays and runs limited operations during Canadian holidays. Applicants are asked to be flexible to work within these hours of operation.

Hours are subject to change with notice.

• Criminal background check required.
• Some travel required

What We Offer

• A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork.
• Opportunity to work for a locally built and growing company.
• A full-time schedule, consisting of 40 scheduled hours per week.
• Strong benefits offerings beginning after 3 months of employment.
• Access to our employee assistance program.
• Available on-site parking.

ABOUT QUORUM

Quorum Information Technologies Inc. offers integrated, innovative and robust Software Technology Solutions and Services to Traditional and Electric Vehicle Dealerships and Original Equipment Manufacturers (OEM) across North America.

Implemented on their own, Quorum's solutions and services allow dealership customers to drive greater results at less cost than using the competition.

When integrated with other Quorum solutions the Quorum product suite delivers escalating synergy and expanding value to its dealership customers.

Quorum's Family of Brands

DealerMine CRM , a sales and service Customer Relationship Management system and set of Business Development Center services that drives revenue into the critical sales and service departments in a dealership.

Autovance , Autovance is a modern retailing platform that helps dealerships attract more business through digital retailing, improve in-store profits and closing rates through our desking tool and maximize efficiency and CSI through our F&I menu solution.

Accessible Accessories , support leading dealerships profit from dramatically increased accessory sales. Accessible Accessories is focused solely on giving dealerships the tools they need to price, promote, and quote accessories online and on the sales floor.

Quorum DMS, a dealership management system that automates, integrates, and streamlines key processes across departments in a dealership, and emphasizes revenue generation and Customer Satisfaction.

Quorum is an Equal Employment Opportunity employer - All qualified applicants / employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex, sexual orientation, gender, gender identity, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Quorum offers competitive salary and benefits packages and an incredible work environment. This is a full time salaried position with an excellent compensation plan.

With distributed office locations in Canada, Quorum offers our employees the ability to work remotely from home, in office, or hybrid.

Only those candidates that meet our requirements for this position will be contacted