BDC Service Operations Lead

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Department: Service Operations / Business Development Center (BDC)

Reports To: Operations Manager

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

Pinnacle Intelligence Philippines Inc. is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the 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.

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

• Operational Leadership & Performance Management: Lead and manage a team of BDC Service Agents to meet or exceed daily, weekly, and monthly service-related targets. 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 communication, problem-solving, and customer service delivery. Conduct regular call reviews to ensure adherence to scripts and quality standards.
• Data Analysis & Reporting: Analyze BDC service performance data to identify trends and opportunities, and report on overall team health and success. Use data to refine service strategies and processes.
• Customer Experience Ownership: Ensure a seamless and positive customer experience for every service-related interaction, focusing on retention, satisfaction, and long-term loyalty for clients.
• Process Optimization & Technology Utilization: Ensure the BDC team leverages CRM and DMS systems to maximize efficiency. Continuously review and refine service workflows to eliminate bottlenecks and enhance productivity.
• Cross-Functional Collaboration: Collaborate with Operations, Quality Assurance, and Training teams to ensure seamless workflows and consistent service delivery. Serve as a key liaison between the BDC team and management.

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

This is a unique opportunity to lead a critical team that drives customer retention and satisfaction. As a BDC Service Operations Lead, you will have a direct impact on our clients\' long-term success in an innovative environment. If you are a results-driven leader with a passion for customer service, data, and continuous improvement, we encourage you to apply and help us shift into high gear.