Call Centre Team Manager

Job description

Quorum is currently looking for a Team Manager for their DealerMine BDC Operations (Call Centre) 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)...