Call Centre Manager

Business Development Centre (BDC) Manager – Sales & Service

Lead the Drive to Success with O’Regan’s!

Are you a strong leader who thrives on performance, coaching, and creating exceptional customer experiences? O’Regan’s Automotive Group, proudly one of Canada’s Best Managed Companies, is looking for a driven Business Development Centre (BDC) Manager to lead our Sales & Service communication teams.

This is your opportunity to make a real impact by shaping customer journeys, developing high-performing teams, and driving measurable results in a fast-paced, growth-focused environment.

What You’ll Do:

Lead & Inspire

• Recruit, train, coach, and motivate BDC Sales & Service representatives
• Set clear performance expectations and hold the team accountable to KPIs
• Conduct performance reviews, call monitoring, and regular coaching sessions
• Foster a positive, customer-first team culture built on accountability and growth

Drive Sales & Service Performance

• Oversee all inbound and outbound customer communication (phone, email, text, chat, internet leads)
• Ensure timely, professional follow-up for sales and service opportunities
• Partner closely with Sales Managers, Service Managers, and Advisors to optimize appointment flow
• Monitor appointment setting, confirmation, show rates, and conversion metrics

Optimize Processes & Results

• Develop, implement, and refine BDC scripts, workflows, and best practices
• Track, analyze, and report performance metrics to leadership
• Ensure CRM accuracy, compliance, and effective lead distribution
• Identify opportunities to improve customer experience and operational efficiency

Champion the Customer Experience

• Ensure all customer interactions meet or exceed brand and company standards
• Resolve escalated customer concerns promptly and professionally
• Drive seamless handoffs between BDC, Sales, and Service teams

Who You Are:

• A proven leader with experience managing a BDC, call centre, or customer-focused sales/service team (automotive experience preferred)
• A confident coach with strong communication and leadership skills
• Data-driven, with the ability to analyze performance metrics and drive results
• Highly organized and detail-oriented in a fast-paced environment
• Proficient with CRM systems and lead management tools

Bonus Points If You Have:

• Automotive dealership sales and/or service experience
• Experience with internet lead management, phone training, and appointment setting
• Knowledge of OEM or brand customer experience standards

What’s in it for YOU?

• Comprehensive benefits package – We cost-share medical premiums to keep healthcare affordable for you and your family
• Competitive compensation package - A competitive salary, plus the opportunity to earn additional income through performance-based bonuses, rewarding your hard work and dedication.
• Group RSP matching program – Because your future matters
• Employee family assistance program – Support when life throws curveballs
• Ongoing training & leadership development – Your growth fuels our success
• Exclusive employee discounts on labour, parts, services, and vehicle purchases
• Free on-site parking and gym access
• #HP