Service Operations Lead (For Pooling)

Department: Operations – Service

Reports To: Operations Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:

The Service Operations Lead is a key leader responsible for the day-to-day management and operational oversight of our Business Development Center (BDC) team focused on service-related customer interactions. This role is a direct intersection of customer retention and operational efficiency, focused on ensuring the team effectively handles both inbound and outbound communication for service reminders, recall notifications, and appointment setting. The Service Operations Lead will be a hands-on coach, a data-driven strategist, and a process-oriented leader, ensuring our team provides a world-class customer experience that drives service revenue and customer loyalty for our dealership clients.

Key Responsibilities:

• Operational Leadership & Performance Management: Lead and manage a team of BDC Service Agents to ensure all daily, weekly, and monthly service-related targets are met or exceeded. Oversee the efficiency of all BDC service processes, from lead management to customer follow-up.
• Coaching & Service Training: Provide consistent, actionable coaching and mentoring to BDC agents to improve their communication skills, problem-solving abilities, and customer service delivery. Conduct regular call reviews to ensure agents are following established scripts and providing a world-class customer experience.
• Data Analysis & Reporting: Analyze BDC service performance data to identify trends, opportunities for improvement, and report on overall team health and success. Use data to refine service strategies and processes, directly contributing to our core value that"The Data Steers Us."
• Customer Experience Ownership: Ensure a seamless and positive customer experience for every service-related interaction, focusing on customer retention, satisfaction, and building long-term loyalty for our clients.
• Process Optimization & Technology Utilization: Ensure the BDC team is fully leveraging all technology and systems, including Customer Relationship Management (CRM) and Dealer Management Systems (DM, S), to maximize efficiency. Continuously review and refine BDC service workflows to eliminate bottlenecks and enhance productivity, embodying our value to"Accelerate with Precision."
• Cross-Functional Collaboration: Collaborate with the Operations, Quality Assurance, and Training teams to ensure seamless workflows and consistent service delivery. Act as a key liaison between the BDC team and management, ensuring open communication and clear alignment with business goals.

Skills & Qualifications:

• Experience: Minimum of 3+ years of proven experience in a BDC or customer service operations leadership role within a BPO or call center environment, with at least 1-2 years in a team lead or supervisory capacity.
• BDC & Automotive Knowledge: In-depth demonstrated knowledge of automotive dealership service operations, BDC processes, and common industry terminology (e.g., service reminders, recall campaigns).
• Customer Service Acumen: Strong customer service and problem-solving skills with a track record of driving customer satisfaction and retention.
• Analytical Skills: Proficient in analyzing performance metrics, interpreting data, and making data-driven decisions.
• Technical Proficiency: Experience with CRM and Dealer Management Systems (DMS) (e.g, Tekion, CDK, Reynolds).
• Communication: Exceptional verbal and written communication skills with the ability to provide clear coaching and feedback.
• Leadership: Strong ability to lead, motivate, and develop a team in a high-volume, fast-paced environment.

Why Join Pinnacle Intelligence?

At Pinnacle Intelligence, we believe in empowering leaders who can shift into high gear when challenges arise, accelerate with precision to deliver impactful results, and steer with integrity and respect to build trust and collaboration. As Service Operations Lead, you will play a pivotal role in shaping the future of our organization and driving innovation across the automotive and BPO landscape.