Call Center/BDC Lead

At Kocourek Automotive, we are committed to delivering an exceptional customer experience from the very first interaction. Our Business Development Center (BDC) plays a critical role in driving sales and service traffic, and we’re looking for a motivated, results-driven leader to take our call center team to the next level.

Position Overview

The BDC/Call Center Lead is responsible for leading, coaching, and developing a high-performing team of BDC Representatives. This role focuses on driving appointment setting, improving conversion rates, and ensuring a top-tier customer experience across all inbound and outbound communications.

Key Responsibilities

• Lead and manage daily operations of the BDC call center team
• Monitor and improve inbound/outbound call performance and appointment set/show rates
• Coach, train, and develop BDC representatives to achieve performance goals
• Track and report key metrics (call volume, conversion rates, appointment retention, etc.)
• Ensure all customer interactions meet dealership standards for professionalism and responsiveness
• Partner with Sales and Service Managers to align on goals and opportunities
• Handle escalated customer concerns and ensure timely resolution
• Develop and implement processes to improve efficiency and customer satisfaction
• Maintain CRM data integrity and ensure proper follow-up procedures
  
  
  

Qualifications

• Experience in BDC, call center, or automotive sales management experience preferred
• Proven track record of achieving or exceeding performance metrics
• Strong leadership, coaching, and team development skills
• Excellent communication and customer service abilities
• Experience with CRM systems (Tekion, VinSolutions, etc.)
• Ability to analyze data and drive performance improvements
• High energy, positive attitude, and strong work ethic
  
  
  

What We Offer

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Ongoing training and career development
• Opportunity to grow within a reputable dealership
  
  
  

Kocourek Automotive is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, age, disability, or any other basis prohibited by federal, state, or local law.