Service Operations Lead – Auto Retail BDC Coach

pinnacle intelligence ltd; Muntinlupa; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Pinnacle Intelligence seeks a Service Operations Lead to manage the BDC service team, focusing on retention, efficiency, and customer experience. The role combines hands-on coaching with data-driven strategy to optimize service reminders, recalls, and appointment setting.

The ideal candidate has 3+ years in BDC or customer service leadership, plus strong CRM/DMS knowledge and excellent communication skills to drive world-class service delivery for dealership clients.

Qualifications

• Minimum 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/supervisory capacity.
• Deep knowledge of automotive dealership service operations, BDC processes, and industry terminology (e.g., service reminders, recall campaigns).
• Strong customer service and problem-solving skills with a track record of driving customer satisfaction and retention.
• Analytical ability to interpret performance metrics and make data-driven decisions.

Responsibilities

• Lead and manage a team of BDC Service Agents to meet daily, weekly, and monthly service targets.
• Provide coaching and mentoring to improve communication, problem-solving, and service delivery; conduct regular call reviews.
• Analyze service performance data to identify trends and opportunities; report on team health and success.
• Ensure seamless customer experience for service interactions, focusing on retention and loyalty.
• Oversee use of CRM and DM systems to maximize efficiency and improve workflows.
• Collaborate with Operations, QA, and Training to align on business goals.

Skills

Leadership

Analytical skills

Customer service

Communication

Coaching

Data-driven decisions

Tools

Tekion

CDK

Reynolds

Job description

Pinnacle Intelligence seeks a Service Operations Lead to manage the BDC service team, focusing on retention, efficiency, and customer experience. The role combines hands-on coaching with data-driven strategy to optimize service reminders, recalls, and appointment setting.

The ideal candidate has 3+ years in BDC or customer service leadership, plus strong CRM/DMS knowledge and excellent communication skills to drive world-class service delivery for dealership clients.