Our amazing team at Experience Development Center is growing! Our focus is EXPERIENCE - for our clients, and our employees, which is empowering us to become one of the top automotive virtual BDCs in the country. We not only focus on CRM lead handling, DMS/CRM data-mining, but we also have automated technology that sets us a part from any others in the automotive BDC space. If you are looking for your next opportunity, to join a great team, with unsurpassed opportunities for advancement, and income - then XDC may be your next home!

Job Overview: As the Operations Director at Experience Development Center (XDC), you will lead our team in providing exceptional support to automotive dealerships across the country. You will oversee all operations, ensuring our virtual call center agents, known as 'ninjas,' perform at the highest level. Your leadership will help maintain our reputation for excellence in customer service, data management, and efficiency. This role requires a dynamic, proactive leader who can manage multiple responsibilities and ensure the seamless operation of our team and systems.

Key Responsibilities:

Oversee and manage our Business Center team that is responsible for campaign deployment, and systems; as well as our Agent Center team that executes our inbound/outbound campaign efforts.
Ensure a high level of communication and coordination between the XDC team and dealership clients, providing regular feedback and updates.
Stay up-to-date with dealership incentives, promotions, inventory, and relevant product knowledge, relaying this information promptly to the team.
Verify that all inbound calls and internet leads are handled professionally, with all client questions answered thoroughly, and that this information is correctly input into the CRM system.
Ensure timely completion of all campaigns and workflows, restructuring tasks when necessary to maximize efficiency.
Onboard, train, and educate staff daily, ensuring they are up to date with CRM tools, processes, and client expectations.
Approve weekly schedules, time cards, and manage time-off requests for all call center employees.
Adhere to national and state DoNotCall policies and procedures.
Maintain key performance indicators, such as a 20% appointment set ratio, 50% appointment show ratio and a 50% appointment confirmation ratio; and 45 dials per hour for outbound-only focused agents.
Conduct regular one-on-one meetings with agents to review performance metrics and provide coaching for improvement.
Monitor agent performance by listening to recorded calls and conducting mystery shop calls to ensure exceptional customer experiences.
Oversee the 90-day onboarding process for new agents, delegating training to senior and junior agents as necessary.
Regularly verify that all agents meet KPI metrics, address underperformance promptly, and provide weekly performance reports.
Ensure agents meet daily call minimums and internet lead response times.
Act as the primary point of contact between the XDC team and dealership clients, assisting with escalations or technical support issues as needed.
Review daily task assignments, ensuring proper balance and adherence to dealership processes.
Provide recommendations for process improvements and attend client meetings as needed.

Qualifications:

Strong understanding of CRM systems and dealership processes.
Experience in managing a call center or operations team, preferably in the automotive industry.
Excellent communication, leadership, and problem-solving skills.
Ability to train, motivate, and manage a team to achieve and exceed performance goals.
Flexibility to work a 5-day work week with on-call availability as needed.

This is a highly collaborative role, requiring strong leadership, attention to detail, and a passion for delivering exceptional service. Join XDC and help lead our team to new heights in delivering innovative customer experience solutions!

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