Sales Operations Lead

Department: Operations - Sales

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 Sales Operations Lead is a key leader responsible for the day-to-day management and operational oversight of our Business Development Center (BDC) team. This role is a direct intersection of sales and operations, focused on driving team performance, ensuring the efficient execution of all BDC processes, and achieving client sales targets. The Sales Operations Lead will be a hands-on coach, a data-driven strategist, and a process-oriented leader, ensuring our team effectively manages both inbound and outbound customer communication to generate high-quality sales and service appointments for our dealership clients.

Key Responsibilities:

1. Operational Leadership & Performance Management:

• Lead and manage a team of BDC Agents to ensure all daily, weekly, and monthly sales and appointment-setting targets are met or exceeded.
• Oversee the efficiency of all BDC processes, including lead management, outbound campaigns, and customer follow-up to optimize team productivity.
• Monitor real-time performance metrics (e.g., call volumes, talk time, conversion rates, appointments set) and take immediate action to address deviations.

2. Coaching & Sales Training:

• Provide consistent, actionable coaching and mentoring to BDC agents to improve their communication skills, sales techniques, and conversion rates.
• Conduct regular call reviews and role-playing sessions to ensure agents are following established scripts and providing a world-class customer experience.
• Identify individual and team training needs and collaborate with the Training Department to ensure the team is continuously developing their skills.

3. Data Analysis & Reporting:

• Analyze BDC performance data to identify trends, opportunities for improvement, and to report on overall team health and success.
• Use data to refine sales strategies and processes, directly contributing to our core value that "The Data Steers Us."
• Prepare and present comprehensive performance reports to the Operations Manager and other key stakeholders.

4. Process Optimization & Technology Utilization:

• Ensure the BDC team is fully leveraging all technology and systems, including Customer Relationship Management (CRM) and Dealer Management Systems (DMS) to maximize efficiency.
• Continuously review and refine BDC processes and workflows to eliminate bottlenecks and enhance productivity, embodying our value to "Accelerate with Precision."
• Maintain an up-to-date knowledge base of all client-specific processes and products to ensure accurate communication.

5. 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:

Required:

• Experience: Minimum of 3+ years of proven experience in a BDC or sales operations 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 operations, BDC processes, and common industry terminology.
• Sales Acumen: Strong sales skills with a track record of driving conversions and achieving targets.
• 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.

Preferred:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience with both inbound and outbound sales campaigns.