BDC Manager - Sherwood Park Hyundai

Classification: Full time, Onsite, Immediate Vacancy

Auto Canada
, one of the country’s largest multi‑brand automotive groups, is seeking an experienced Senior Manager, Automotive Contact Centre Operations to lead the strategy, performance, and growth of our Service Business Development Centres (BDCs).

This role is focused on managing contact centre operations — driving service appointment volume, improving customer retention, elevating customer experience, and ensuring service bays are fully utilized. The ideal candidate has hands‑on experience managing large call centre teams, along with strong knowledge of automotive fixed operations.

You’ll build high‑performing teams, optimize technology platforms, and oversee both in‑house and outsourced BDC models to deliver measurable results.

who will be responsible for the day‑to‑day supervision, coaching, and performance of a team of BDC Representatives in an automotive dealership setting.

• Oversee the daily operations of the BDC team, ensuring all customer communications (phone, email, chat, text) align with dealership standards and processes.
• Act as the primary trainer and coach for BDC Representatives. Conduct regular one‑on‑one coaching sessions, review recorded/live calls and email correspondence, and provide constructive feedback to improve performance.
• Motivate the team to achieve daily, weekly, and monthly appointment setting and lead conversion goals (KPIs). Conduct performance reviews and implement corrective action when necessary.
• Assist the Service Manager with recruitment, onboarding, and scheduling to ensure adequate coverage and optimal team productivity.
• Run and analyze daily, weekly, and monthly reports on key performance indicators (KPIs) such as appointment set rate, show rate, conversion rate, and customer satisfaction (CSI).
• Oversee the efficient distribution and follow‑up of all sales and service leads (internet, phone, internal) using the CRM system.
• Ensure the team maintains the highest level of professionalism and customer service quality. Handle escalated customer issues and complaints.
• Identify and recommend improvements to BDC scripts, word tracks, processes, and workflows to enhance efficiency and effectiveness.
• Maintain a strong working relationship with the Sales and Service Management teams to ensure seamless customer handoffs and alignment on goals and current promotion.
• Prepare detailed performance reports and present findings, trends, and improvement strategies to the BDC Manager and other dealership management.
• Ensure the team is accurately logging all customer interactions and information into the Customer Relationship Management (CRM) system.
• Maintain and enforce thorough, up‑to‑date knowledge of all dealership products, services, current incentives, and marketing initiatives.

• Minimum of 1‑3 years of experience in a high‑volume Business Development Center (BDC), Internet Sales, or Call Center environment, preferably within the automotive industry.
• Prior experience in a leadership, supervisory, or senior/mentor role is preferred.
• High School Diploma or equivalent required.
• Exceptional verbal and written communication skills with the ability to coach, train, and communicate complex information clearly.
• Proven ability to manage, motivate, and mentor a team to achieve performance targets in a fast‑paced, goal‑oriented environment.
• Expert‑level knowledge and proficiency in using CRM software (e.g., Dealer Socket, Vin Solutions, Elead), Dealer Management Systems (DMS), and standard office software (e.g., Microsoft Office/Google Suite)
• Ability to read, interpret, and act upon BDC performance data and KPIs.

• Competitive pay with strong team support.
• Health and dental benefits
• Employee vehicle purchase & service programs.
• Health & wellness initiatives.
• Professional development and career advancement opportunities.

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity…