Job Description

Team Manag

er

, BDC Operations

Reports to - Manager, BDC Operations

Location- OPEN

Quorum is currently looking for a Team Manager, BDC Operations 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.

THE OPPORTUNITY

Team Manager, BDC Operations

-

Leading a team of Appointment Coordinators and Team Leaders, the BDC Team Manager will oversee daily operations and staffing within our business development centers. This role focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics.

Individual Accountabilities

Complete Quality Performance Score evaluations and deliver appropriate feedback (i.e., 1-2 per week per AC) Appointment Coordinator on the team. Ensure appropriate coaching is delivered on each QPS evaluation. Provide ongoing coaching and feedback by delivering coaching (1 per week per Appointment Coordinator) per week per Appointment Coordinator that focused on the BDC Key Performance Indicators (KPI's). Promote and foster a positive work environment by encouraging communication and collaboration within the team. Complete quarterly performance discussions and document them appropriately as required in performance management resources, including but not limited to ADP. Provide employees with enhanced career mapping support to strengthen skills and knowledge that can lead to growth opportunities or transfers within the organization Manage Appointment Coordinator training and development to achieve 100% cross training on all stores in queue for all coordinators, to maximize queue efficiency. Perform schedule checks and deliver appropriate feedback to reduce booking errors across the queue, when required. Provide daily call objective assignments based on the daily call targets for each dealership. Be a proactive liaison and communicator as needed to maintain effective relationships between ACs, dealership staff, Customer Success and other internal and external stakeholders.

Shared Accountabilities

Partner with Customer Success to ensure we are actively working to improve the customer experience. Participate in meetings with the Customer Success Team to identify areas of opportunity and execute the customer retention strategy. Collaborate with the HR team to maximize the recruitment strategy. Partner with HR to manage the disciplinary action process . Work with peers to support training delivery during the onboarding process. Identification and assistance with testing plans and use cases. Partner with Workforce Team to manage cross training and staffing requirements.

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.

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.

Qualifications and Education Requirements

High School Diploma or equivalent education required. 5 - 10 years Contact Center experience required. Prior leadership experience, ideally in a Contact Center environment preferred. Strong written and verbal communication skills. Working knowledge of the Microsoft Office Suite of applications (Outlook, Word, Excel, Teams). Able to multitask and navigate multiple computer applications simultaneously. Strong attention to detail.

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.
Temporary

Quorum's Family of Brands

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.

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.

VINN,

a premier automotive marketplace that streamlines the vehicle research and purchase process for vehicle shoppers while helping retailers sell more efficiently. VINN provides a 5-star Google rated concierge service that assists consumers through the complex vehicle sales process.

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