Service Operations Lead – Data-Driven BDC Coach

Pinnacle Intelligence; Muntinlupa; On-site; PHP 520,000 - 860,000; Full time

Job summary

Pinnacle Intelligence is seeking a Service Operations Lead to manage our BDC service team in a fast-paced, on-site setting in Muntinlupa. You will drive service reminders, recalls, and appointment setting while coaching agents to deliver a world-class customer experience and improve retention for dealership clients.

Ideal candidates have 3+ years in BPO/service ops leadership, strong knowledge of BDC processes, and fluency with CRM/DMS tools.

Qualifications

• Minimum of 3+ years in a BDC or customer service ops leadership role in a BPO or call center.
• 1–2 years in a team lead or supervisory capacity.
• In-depth knowledge of automotive dealership service operations and BDC processes.
• Strong customer service, problem-solving, and retention focus.
• Proficient in performance metrics, data interpretation, and data-driven decisions.
• Experience with CRM and DMS systems such as Tekion, CDK, Reynolds.
• Exceptional verbal and written communication; capable of coaching teams.

Responsibilities

• Lead and manage a team of BDC Service Agents to meet service targets.
• Provide coaching and mentoring to improve communication and service delivery.
• Analyze performance data and report on team health and opportunities.
• Own the customer experience for service-related interactions and retention.
• Ensure effective use of CRM and DMS tech, refining workflows for productivity.
• Collaborate with Operations, QA, and Training teams to align goals.

Skills

Leadership

BDC knowledge

Coaching

Data analysis

CRM/DMS systems

Communication

Team motivation

Tools

Tekion

CDK

Reynolds

Job description

Pinnacle Intelligence is seeking a Service Operations Lead to manage our BDC service team in a fast-paced, on-site setting in Muntinlupa. You will drive service reminders, recalls, and appointment setting while coaching agents to deliver a world-class customer experience and improve retention for dealership clients.

Ideal candidates have 3+ years in BPO/service ops leadership, strong knowledge of BDC processes, and fluency with CRM/DMS tools.