Virtual Business Development Center Manager

Martin Management Group is seeking a Virtual Business Development Center Manager to join our team!

We are seeking a motivated and experienced Virtual Business Development Center (BDC) Manager to lead and manage our remote BDC team. This role is crucial in ensuring the highest standards of call quality, efficient scheduling, and proficient handling of ZenDesk ticketing. The ideal candidate will have a strong background in business development, customer service management, and virtual team leadership.

Responsibilities:

• Supervise and manage a remote team of BDC employees.
• Provide ongoing training, coaching, and development opportunities to enhance team performance.
• Conduct regular team meetings and one-on-one sessions to discuss performance, provide feedback, and address any concerns.
• Monitor and evaluate call quality to ensure compliance with company standards and customer service best practices.
• Implement quality assurance processes and provide feedback to team members to continuously improve call performance.
• Develop and maintain scripts and call guides to enhance the effectiveness of customer interactions.
• Create and manage schedules to ensure adequate coverage during business hours.
• Coordinate with team members to accommodate time-off requests and adjust schedules as necessary.
• Optimize workforce management to balance workload and maintain high service levels.
• Oversee the management of ZenDesk tickets, ensuring timely and accurate responses to customer inquiries.
• Train team members on ZenDesk usage and best practices for ticket resolution.
• Analyze ticket data to identify trends and areas for improvement in customer service.
• Track and report on key performance indicators (KPIs) for the BDC team.
• Analyze performance data to identify strengths, weaknesses, and opportunities for improvement.
• Prepare and present regular performance reports to senior management.

Requirements

• Proven experience in a management role within a Business Development Center or similar environment.
• Strong background in customer service, call quality management, and workforce scheduling.
• Proficiency in ZenDesk or similar ticketing systems.
• Excellent leadership and team management skills, with a track record of developing and motivating remote teams.
• Strong analytical skills and the ability to interpret performance data and make data-driven decisions.
• Exceptional communication skills, both written and verbal.
• Ability to work independently and manage multiple tasks simultaneously in a remote setting.
• Familiarity with remote work tools and technologies.
• Bachelor’s degree in Business Administration, Management, or a related field.
• Experience in a virtual work environment.