BDC Supervisor

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Role Overview 

The BDC Manager for Mobile Service will be responsible for leading a specialized team of four agents dedicated to the growth and operational excellence of Hyundai Mobile Service operations. This role focuses on transforming the traditional service scheduling model into a proactive, remote-first customer experience. You will be the architect of the department’s processes, ensuring that every mobile service appointment is scheduled for maximum efficiency while maintaining Hyundai’s high standards for customer satisfaction. 

Key Responsibilities 

Team Leadership and Development 

You will directly manage a team of four BDC agents, providing daily coaching, performance monitoring, and motivation. Your goal is to foster a high-performance culture where agents are experts in both Hyundai vehicle requirements and the logistical nuances of mobile service. You will be responsible for hiring, onboarding, and conducting regular performance reviews to ensure the team meets or exceeds appointment volume and quality targets. 

Process Design and Implementation 

A primary focus of this role is the creation and refinement of end-to-end workflows for mobile service scheduling. This includes defining how agents identify eligible recalls or maintenance tasks, how they communicate the value of mobile service to customers, and how they coordinate with the service dispatch team to ensure technician routes are optimized. You will develop "Standard Operating Procedures" (SOPs) that cover lead handling, script utilization, and follow-up cadences. 

Reporting and Data Analysis 

You will be the point person for data-driven insights, creating comprehensive reports for both internal dealership leadership and external stakeholders (such as Hyundai corporate representatives). These reports will track Key Performance Indicators (KPIs) including: 

• Total mobile appointments scheduled vs. completed. 

• Agent conversion rates from outbound calls to booked appointments. 

• Revenue generated specifically through the mobile service channel. 

• Customer Satisfaction Scores (CSI) related to the mobile experience. 

Stakeholder Collaboration 

You will act as the bridge between the BDC, the Service Manager, and the Mobile Technicians. By maintaining open lines of communication, you will ensure that the scheduling team understands the technical capacity of the mobile units and that the service department is prepared for the volume of work being generated. 

• Proven experience as a BDC Manager or Assistant Manager, preferably within a high-volume automotive service environment. 

• Strong familiarity with Hyundai service systems and warranty/recall protocols is highly preferred. 

• Demonstrated ability to build processes from the ground up and document workflows. 

• Advanced proficiency in CRM software and Microsoft Excel for reporting purposes. 

• Excellent leadership skills with a track record of managing teams of 4 or more individuals. 

• Strategic thinker with an understanding of logistics and route optimization. 

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.