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CXC Business Manager

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Date: Jul 10, 2019

Location: Valdosta, GA, US, 31602

Company: CDK

Job Description

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

The vBDC Business Manager is the direct supervisor of the entire vBDC, with an emphasis on a specific campaign.  Business Manager is responsible for supervision of Operation Managers, Trainers, Team Leaders and CSR’s and is responsible for the following but not limited to: uphold the standards of the company and be a role model and mentor to all vBDC employees.  Ensure that campaign and vBDC metrics and goals are met on all levels from CSR’s to Operation Managers.  As a Business Manager it is imperative to provide a positive atmosphere to motivate, encourage and develop the Operation Managers, Trainers, Team Leaders and CSR’s that fall under their realm of responsibility.  Every decision that is made should contribute to the overall growth, reputation, financial well being of the company, goals, strategies and morale throughout the vBDC. Coordinate with the Operation Managers and Training Department to manage and update all information related to campaign trends and market conditions.   Identify ways to improve efficiency and vBDC profitability. Recommend policy guidance and standards of achievement, and ensure existing policies are enforced. Understand and deliver all reports and other related communications. Establish and implement departmental procedures to measure performance against quarterly and annual goals.  Be fully knowledgeable of all campaigns, as well as the products and services offered.  Business Manager has direct responsibility for any and all cancelations associated with their assigned campaign.  Be punctual for all meetings and work schedules.  Business Manager must maintain a neat clean appearance, which includes hygiene, professional and positive attitude.  Strive to be the best and encourage the same of your peers and subordinates.  Perform any other assigned duties and responsibilities.

Job Responsibilities:

  • Always display yourself in a professional manner 
  • Accountable / Responsible for individual and team success in regards to performance results and quality of calls made for a specific campaign in the vBDC:
      •  Prospects/Autopilot/Service
      • Appointments
      • Gold Digger
      • Inbound
  • Identify things that can be done or changed to help the vBDC improve our major focus areas of: Call Quality, Employee Retention, and Cost/Per Call
  • Mentor, coach and lead a team of Operations Managers, Team Leaders and CSR’s to drive results for  an assigned campaign
  • Help develop  quality employees  to have the skills to contribute successfully at the next level by building a solid foundation
    • Ensure that all team members understand and execute their role and responsibilities
  • Find ways to keep the team motivated through coaching, feedback, contests, incentives, training and support by providing the tools needed to do the job
  • Evaluate processes, metrics and goals to make sure they are getting the expected results—find solutions if they are not working
  • Identify training needs on all levels for assigned campaign (new or refresher). Work with the training department to provide the training or find ways to get it done if our training department is short staffed (mentoring, coaching, presentations, meetings,  etc)
  • Help the team adapt to and embrace change while keeping sight of goals, values and the vBDC overall vision.
  • Other duties as assigned – or as identified as needed to help us meet established metrics and goals to run the day to day operations  
  • Accountable for achieving established metrics for assigned campaigns by identifying and presenting  ways to increase overall company performance metrics
  • Evaluate goals set by all team members and hold every individual accountable for achieving those goals
  • Communicate with Operations Managers and Team Leaders when challenging campaigns are on the dial plan, so they can plan for games to keep employees motivated to maximize results
  • Inspect documentation on all levels of team to identify coaching opportunities to grow team and escalate performance on all levels (AA, Weekly Assessment Form, Quality Assessment, etc.)
  • Administer different forms of coaching, including role play, self discovery, demonstration, one on one feedback and structured exercises when completing “Operation Manager and Team Leader Evaluations” (blue sheets) one a month per Operation Manager and Team Leader    
  • Confirm every CSR that moves up to the next campaign level is truly ready and has the appropriate knowledge base and skill set
  • Ensure that any major shift changes and seating issues are handled promptly with minimal to no wait time
  • Hold all CSR’s and Team Leaders accountable for their actions on the floor:
    • Posture in chair
    • Talking over or around cubicles to peers or with Team Leaders about non-work related topics (Talking should be minimal on floor between agents)
    • Sending calls promptly when finished
    • Monitoring non-productive time (no calls in buffer, sitting in not ready or wrap, etc.)
  • Analyze campaign scripts to determine what scripts produce the best results
  • Attend weekly meeting with Director, Operation Manager meeting, campaign calibrations , and any other meetings that may arise
  • Complete 180 day reviews on all Operation Managers on team by due date
  • Personnel/ HR matters

Follow up with, conduct, or assist with:

  • Disciplinary action – (suspension/probation/termination) 
  • Human Resource issues as they affect our ability to conduct business in the call center,
  • Discipline/coach policy or performance issues
  • Communication with higher level managers  and/or HR to make sure the they are aware of HR issues and that they have been forwarded in a timely manner
  • Sometimes executing a plan of action at HR’s instruction to address the situation (HR situations)
    • Make sure everyone knows their role in the established company policies and procedures for responding to emergency and safety issues, documenting, gathering statements, filing out the workers compensation form and getting information
  • Keep work area clean and organized
     

Required Skills:               

  • Bachelors degree or its equivalent with at least 10 years contact center or management experience in related field
  • Ability to effectively lead, mentor and manage a team of 125 to 175 individuals
  • Accurately recognize training needs and have the ability to relay information in a clear manner
  • Ability to effectively coach based on different learning behaviors
  • Ability to effectively communicate in a one on one and team environment
  • Exceptional time management and multitasking ability
  • Strong verbal and written communication skills
  • Self Discipline and patience
  • Efficient in Microsoft office

 

***AM/PM and Weekends

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Valdosta

Job Segment: Outside Sales, Marketing Manager, Supply, Advertising, Call Center Supervisor, Sales, Marketing, Operations, Customer Service

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