Automotive Sales BDC Team Leader- Holler Classic Family of Dealerships

Holler-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 brand’s 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 & scripting
• CRM usage and expectations
• Appointment-setting best practices

• Monitor and score calls for quality, compliance, and effectiveness
• Ensure adherence to sales scripts, brand standards, appointment-setting processes, and customer experience expectations
• Deliver consistent, actionable feedback to improve performance
• Partner with leadership to evolve call guides and messaging
• Act as floor support for agents during active shifts (questions, escalations, save opportunities)
• Assist in managing call flow, lead coverage, and agent productivity
• Help reinforce daily goals, contests, and performance expectations
• Lead or support daily team huddles and communication touchpoints
• Help build a positive, high-accountability team culture
• Recognize wins, reinforce strong behaviors, and celebrate performance
• Lead by example with professionalism, energy, and consistency
• Serve as a mentor for new and developing agents
• Facilitate structured training sessions (classroom + live call shadowing)
• Maintain and continuously improve onboarding materials and training guides
• Ensure all new hires hit defined ramp-up milestones within expected timelines
• Provide daily, real-time coaching based on live call monitoring and performance data
• Conduct regular 1:1 coaching session’s focused on:

• Conversion improvement
• Objection handling
• Call control and tone

• Reinforce best practices through side-by-side coaching and call reviews
• Identify skill gaps and create targeted development plans for agents
• Support underperforming agents with structured improvement plans
• Ensure all agents maintain high CRM standards: accurate dispositions, proper notes, follow-up tasks, and appointment tracking integrity
• Spot-check CRM activity for quality and consistency
• Reinforce the importance of clean data as a performance driver

Minimum Qualifications:

• Excellent oral and written communication skills
• Prior experience training or onboarding new employees
• Experience with call monitoring/QA scoring tools
• Bilingual (English/Spanish) a plus
• Experience in a centralized or multi-rooftop BDC environment preferred
• Strong computer skills, with the ability to manage multiple applications at once
• Strong organizational and multi-tasking skills
• Professional demeanor and appearance
• Ability to learn and operate various computer programs.
• Ability to work a flexible schedule including evenings, weekends and holidays
• Reliable Transportation
• Valid driver’s license with acceptable driving record
• Acceptable background and drug screening

Supervisory Responsibilities:

• Sales BDC Team Members

Job Type:

• Full-Time

Pay

• Starting at $18.00/hr
• Monthly Bonus tied to team KPIs and Quality metrics

Full Time Benefits:

• 401(k) & 401(k) Matching
• Employee Assistance Program
• Health Insurance
• Dental Insurance
• Vison Insurance
• Life Insurance
• Flexible Spending Account
• Paid Time Off After 6 months
• Referral Program
• Associate Discount Program

Schedule:

• Ability to work a flexible schedule including evenings and weekends

Holler 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. https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf