BDC Associate

Role Summary:

The Contact Center Associate is the frontline voice of Spyne's Human BDC line taking inbound calls from, and making outbound calls to, US dealership customers (car buyers, service customers) on behalf of the dealer rooftops Spyne serves: setting sales and service appointments, following up on leads Vini (Spyne's AI agent) has qualified, and logging every interaction. This is a founding-batch hire into a brand-new team.

Key Responsibilities:

• Make outbound calls and handle inbound calls to/from the dealership's own customers - sales leads, service customers - per the account's call SOP.
• Set and confirm sales appointments and service/RO appointments; follow up on no-shows and re-engage cold leads.
• Follow the call script/SOP for the assigned track (sales desk, service drive, or F&I) and escalate or hand off to Vini (the AI agent) or the Team Lead per the defined routing logic.
• Log every call outcome accurately in the CRM/DMS/calling platform within the shift
• Hit daily and weekly targets for call volume, connects, and appointments set.
• Flag script gaps, dealer account data issues, or platform problems to the Team Lead
• Join daily huddles and coaching sessions, and apply feedback from call QA reviews.

Requirements & Qualification:

• 2-4 years in a contact center/BDC/telesales role; prior US-process voice experience strongly preferred, automotive BDC experience a plus but not required.
• Clear spoken English with a US accent and strong listening comprehension for US callers.
• Willing to work US business-hour shifts (rotational EST/CST/PST) from India.
• Basic comfort with a dialer/CRM, and typing while on a call.
• Resilient, coachable, and comfortable in a high-call-volume outbound environment.
• Graduate (any stream) preferred; undergraduates with strong voice-process experience will be considered.

Reporting, Location & Success Metrics:

Reports to: Team Lead, Contact Center

Location: Gurugram, India

Shift: US business hours (rotational EST/CST/PST)

90-day success bar: SOP-certified; consistently hitting call-volume and connect targets; QA score above the floor bar