Automotive Sales BDC Team Leader

Automotive Sales BDC Team Leader- Holler Classic Family of DealershipsHoller-Classic Family of Dealerships, an Automotive News Top 150 dealership group with 12 dealerships serving the Central Florida market, has been proudly family-owned since 1938. Our Buy Smart Be Happy brand promises include Our Best Price First, Pure and Simple and Commission-Free Sales.Holler and Classic Family Collection of Dealerships are building a high-performance, centralized Sales BDC and the Team Leader role is critical to making that vision real at the ground level.As a Sales BDC Team Leader, you are the frontline coach and quality driver for your team of Sales BDC Agents. You will own the onboarding experience for new hires, deliver ongoing training, monitor call quality, and provide real-time coaching that directly impacts appointment volume and show rates.This is a hands-on leadership role ideal for a top-performing BDC agent or current Team Lead ready to step into a high-impact development position. You'll work closely with the Director of Business Development and play a key role in shaping team culture, performance consistency, and the customer experience.The ideal candidate will be a self-starter with great communication and customer service skills. They must be able to engage the customer on the phone and speak clearly and concisely. Must be detailed oriented and is responsible for answering all inbound calls and booking appointments based on maintenance schedule or issues per individual brands requirements.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Essential Duties and Responsibilities include the following:Lead onboarding for all new Sales BDC Agents, ensuring a strong foundation in:Call handling & scriptingCRM usage and expectationsAppointment-setting best practicesMonitor and score calls for quality, compliance, and effectivenessEnsure adherence to sales scripts, brand standards, appointment-setting processes, and customer experience expectationsDeliver consistent, actionable feedback to improve performancePartner with leadership to evolve call guides and messagingAct as floor support for agents during active shifts (questions, escalations, save opportunities)Assist in managing call flow, lead coverage, and agent productivityHelp reinforce daily goals, contests, and performance expectationsLead or support daily team huddles and communication touchpointsHelp build a positive, high-accountability team cultureRecognize wins, reinforce strong behaviors, and celebrate performanceLead by example with professionalism, energy, and consistencyServe as a mentor for new and developing agentsFacilitate structured training sessions (classroom + live call shadowing)Maintain and continuously improve onboarding materials and training guidesEnsure all new hires hit defined ramp-up milestones within expected timelinesProvide daily, real-time coaching based on live call monitoring and performance dataConduct regular 1:1 coaching sessions focused on:Conversion improvementObjection handlingCall control and toneReinforce best practices through side-by-side coaching and call reviewsIdentify skill gaps and create targeted development plans for agentsSupport underperforming agents with structured improvement plansEnsure all agents maintain high CRM standards: accurate dispositions, proper notes, follow-up tasks, and appointment tracking integritySpot-check CRM activity for quality and consistencyReinforce the importance of clean data as a performance driverMinimum Qualifications:Excellent oral and written communication skillsPrior experience training or onboarding new employeesExperience with call monitoring/QA scoring toolsBilingual (English/Spanish) a plusExperience in a centralized or multi-rooftop BDC environment preferredStrong computer skills, with the ability to manage multiple applications at onceStrong organizational and multi-tasking skillsProfessional demeanor and appearanceAbility to learn and operate various computer programs.Ability to work a flexible schedule including evenings, weekends and holidaysReliable TransportationValid drivers license with acceptable driving recordAcceptable background and drug screeningSupervisory Responsibilities:* Sales BDC Team MembersJob Type:* Full-TimePay* Starting at $18.00/hr* Monthly Bonus tied to team KPIs and Quality metricsFull Time Benefits:401(k) & 401(k) MatchingEmployee Assistance ProgramHealth InsuranceDental InsuranceVison InsuranceLife InsuranceFlexible Spending AccountPaid Time Off After 6 monthsReferral ProgramAssociate Discount ProgramSchedule:* Ability to work a flexible schedule including evenings and weekendsHoller and Classic Family Collection of Dealerships is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or other legally protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We participate in the E-Verify program. Upon an applicant's request, Holler and Classic Family Collection of Dealerships will consider reasonable accommodation to complete the application process.