Business Development Center Manager - Freelance, Remote

About the Client A fast-growing automotive dealership group that centralizes lead generation through a remote BDC (Business Development Center). They blend data-driven processes with hands-on sales coaching to drive showroom traffic and vehicle sales. The organization values high-performance teams, measurable results, and strong alignment between remote BDC staff and on-site Sales Managers. Why does this role exist? The company is building a high-performing BDC function to increase appointment set/show rates, tighten CRM lead management, and improve conversion from inbound and outbound channels. They need a hands-on BDC Manager to own day-to-day operations, hire and coach two BDC reps, and establish KPIs, reporting, and process discipline. This role will ensure consistent execution, optimized scripts and call flows, and tight coordination with sales and service teams to accelerate revenue. The Impact you’ll make BDC Operations Leadership Oversee daily BDC activities, coverage, and performance Build and maintain call, email, SMS, and chat workflows Handle complex customer escalations and vendor coordination Team Building, Training, and Coaching Hire, onboard, and train two BDC representatives Conduct regular call coaching, QA reviews, and performance huddles Provide ongoing script refinement and objection-handling training KPI Management and Reporting Define, track, and optimize KPIs (speed to lead, contact rate, set rate, show rate, conversion) Produce weekly and monthly performance dashboards and insights Run A/B tests on scripts, cadences, and video outreach to improve results CRM Governance and Process Excellence Maintain CRM data hygiene in Tachyon; ensure accurate lead status, notes, and dispositions Standardize lead routing, follow-up cadences, and escalation paths Audit compliance with process SLAs (response times, touch counts, next steps) Cross-Functional Coordination and Customer Experience Align with sales and service teams on appointment availability, handoffs, and show/close feedback Ensure confirmations, reminders, and post-appointment follow-ups are executed Oversee on-camera video messaging standards; step in to create sample or escalation videos when needed Skills, Knowledge and Expertise Required: Experience in Sales in the automotive dealership BDC or closely related automotive sales environment BDC team lead/supervisor/manager role with direct coaching responsibilities Proven track record managing KPIs and producing weekly/monthly performance reports Hands-on CRM proficiency (preferably Tachyon or similar automotive CRM) with strong data hygiene discipline Comfortable with on-camera communication for personalized customer videos and internal training WFH Set-Up: Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up. Internet speed of at least 40MBPS Headset with an extended mic that has noise cancellation and a webcam Back-up computer and internet connection Quiet, dedicated workspace at home Your Superpowers: Hard skills: BDC workflows, call scripting, objection handling, CRM administration (Tachyon or similar), KPI/Dashboard reporting, QA/coaching frameworks, multichannel outreach (phone, email, SMS, chat), video messaging best practices Soft skills: Clear communicator, performance-driven, organized, calm under pressure, persuasive yet customer-centric, coach/mentor mindset, bias for action and continuous improvement You should apply if... You love building disciplined BDC systems that reliably convert leads to kept appointments You take pride in clean CRM data, tight processes, and measurable performance gains You’re energized by hiring, training, and coaching reps to exceed KPIs You’re comfortable on camera and believe personalized video elevates customer trust and response You thrive in a fast-moving, metrics-driven environment and collaborate well with sales and service teams What to expect... Work Setup: Remote position Must have a reliable internet connection and a quiet workspace Required to provide own computer with Intel Core i5 or something similar or higher operating system Working Hours: 40 hours per week 9:00 am –6:00 US Time Compensation: $8 per hour No benefits package included Benefits