Assistant Service BDC Manager

Cavender Toyota, a Cavender Auto Family Dealership, is currently looking for a talented, results-driven Business Development Assistant Manager to help lead and elevate our Service BDC operations. This role supports the Business Development Manager in driving appointment volume, improving customer satisfaction, and developing a high-performing BDC team across inbound and outbound operations.

 

The ideal candidate is a strong people leader who thrives in a fast-paced environment, understands call center operations, and is passionate about coaching, training, and continuous improvement.

 

Why Work at Cavender Toyota:

• Pay will be $60K - $75K a year, based on experience.
• Medical, Dental and Vision Insurance, and pet insurance
• Paid Time off
• Paid Maternity and Paternity leave (Parental Leave)
• Company Paid $10,000 life insurance policy
• Employee discounts on Vehicles, Service and Parts
• Professional growth and development training on a quarterly basis.

What You’ll Be Doing

Leadership & Team Development

• Hire, coach, train, and monitor Business Development Representatives to ensure top performance

• Interview candidates and make staffing recommendations

• Create and maintain schedules for all BDC teams and manage schedule adherence

• Assess, document, and de-escalate employee concerns while keeping leadership informed

• Monitor training completion and ensure all assigned training is completed on time

Operational Excellence

• Work closely with Department Managers to develop appointment-setting strategies that maximize dealership traffic

• Identify opportunities for continuous improvement within the BDC and overall organization

• Notify leadership and stores of critical system or phone outages immediately

• Serve as a Dialpad subject matter expert, maintaining accurate DID lines and system setup

• Assist with creating new user accounts and onboarding access for new hires

Inbound (IB) Team Responsibilities

• Monitor call volumes and allocate staff appropriately

• Review calls for quality and provide real-time coaching and feedback

• Ensure consistent, high-quality customer interactions

• Manage advisor view cameras on BDC displays

Outbound (OB) Team Responsibilities

• Manage outbound calling campaigns to meet monthly call volume goals

• Coach and develop OB associates to improve performance

• Create, update, and refine call scripts to support active campaigns

• Assist with monthly bonus payroll by verifying spiffs for accuracy

Training & Development

• Create and maintain training plans specific to each call queue

• Identify skill gaps and develop training resources as needed

• Stay current with industry trends and bring forward new ideas to enhance performance

What You’ll Need

• Previous Call Center Manager or Supervisor experience required

• Strong leadership, organizational, and coaching skills

• Excellent interpersonal and customer service skills

• Ability to work in a fast-paced, results-driven environment

• High School Diploma or GED required

• Must pass background check and drug screen prior to employment