Description

BDC SUPERVISOR

Overview: Ross Media is a leading provider of integrated automotive direct marketing and advertising solutions. Ross Media partners with over 1500 automotive dealerships across the United States, addressing complex marketing and communication needs. Ross Media works alongside OEM brands to ensure all our campaigns meet strict regulations set in place by co-op and compliance. We take care of everything from pre-approval to fulfillment, providing an itemized packet addressing all needs.

Location: Woodstock, GA

Reports to: Director, BDC 

Responsibilities/Essential Functions: 

• Handle day-to-day operational needs within the call center with an emphasis on excellent customer service, productivity, compliance, and expense management 
• Help Director, BDC manage overall performance and their activities for the achievement of call center targets and goals for the BDC team 
• Assist in the training and development of BDC Associates 
• Ensure escalated calls are resolved in a timely and efficient manner 
• Monitor client calls and provide constructive feedback to the BDC staff
• Ensure work environment is absent from disruptions to ensure BDC reps focus on their customers needs 
• Compile customer feedback and provide recommendations for overall process improvements
• Assist with staff training, phone coverage, and call center office admin needs
• Perform 5 technical monitors per agent, per month, with one conducted side by side
• Meet with each agent monthly to review technical monitors and agent performance, create and implement action plans for agents falling below standards
• Ensure agents are adhering to schedules and that they are using phone statuses correctly
• Provide continual evaluation of processes and procedures and ensure resources are continually updated
• Provide appropriate training, coaching, counseling, and direction to maintain a highly motivated work environment through positive and constructive feedback combined with additional coaching and training

Qualifications:

• 2 years’ experience in a lead/management role specifically in a call center environment
• Able to communicate in both written and oral form
• Ability to lead and mentor others
• Excellent interpersonal and customer service skills

Work Environment/Physical Demands:

• This job requires you to sit in a cubicle or office, on a computer (1 or more monitors) for the majority of the day
• Ideal hours will be 11am-8pm M-F, then every other week 11am-8pm M-TH and Sat. or can work Tues-Sat and Mon-Fri alternating weeks
• May be required to work extended/evening hours as needed.