Sales Operations Director

Department: Operations – BDC Sales

Reports To: Senior Vice President, Operations

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

Position Summary:

The Sales Operations Director drives the success of the Business Development Center by leading a high-performing team, optimizing processes, and ensuring strategic alignment with dealership goals. This role requires a dynamic leader who can Shift into High Gear by motivating and developing BDC agents, Accelerate with Precision through data-driven decisions and workflow optimization, and Steer with Integrity & Respect in every customer interaction and cross-functional collaboration. The ultimate goal is to maximize lead conversion, enhance customer experience, and deliver measurable results.

Key Responsibilities:

1. Leadership & Training

• Directs Sales Operations leadership and evaluates Sales BDC agent performance to optimize sales effectiveness and operational efficiency.
• Recruit, train, and coach BDC agents to achieve peak performance.
• Set clear expectations, foster accountability, and conduct role-playing and call reviews to enhance skills.
• Inspire a culture of respect and integrity while driving continuous improvement.
  
  
  

2. Operations Management

• Oversee all inbound and outbound communications (phone, email, chat) to ensure timely and professional engagement.
• Manage lead flow and maintain CRM accuracy, ensuring follow-up schedules are met with precision.
• Implement best practices that streamline operations and improve efficiency.
  
  
  

3. Performance & Reporting

• Monitor and analyze KPIs (calls, conversion rates, show rates) to identify trends and opportunities.
• Prepare and present performance reports to leadership, recommending actionable improvement plans.
• Use data insights to accelerate performance with precision and achieve dealership targets.
  
  
  

4. Process & Strategy

• Develop and implement strategies for lead management and conversion optimization.
• Align BDC processes with marketing and sales initiatives to improve lead quality and customer engagement.
• Continuously refine workflows to stay ahead of industry best practices.
  
  
  

5. Customer Experience

• Ensure every interaction reflects professionalism and respect, building trust and loyalty.
• Address customer concerns promptly and effectively, driving satisfaction and retention.
  
  
  

6. Collaboration

• Partner with Sales Managers, Marketing, and other departments to align efforts and achieve shared goals.
• Foster open communication and teamwork across all functions.
  
  
  

Skills & Qualifications:

• Bachelors Degree in Business Administration, Operations Management, or related field; MBA preferred.
• Minimum 8–10 years of experience in Sales Operations, with at least 5 years in a leadership role within the BPO industry.
• Experience in BDC operations, automotive retail, or related field is a plus.
• Proven ability to lead large teams and manage complex projects with precision and agility.
• Strong analytical skills and proficiency in CRM systems, data visualization tools, and MS Office Suite.
• Excellent communication, negotiation, and stakeholder management skills.
• Demonstrated commitment to ethical leadership and fostering a respectful workplace culture.
• Amenability: Willing to work full onsite in Alabang, Muntinlupa. Available for a night shift work schedule from 10:00 PM to 7:00 AM (or adjusted based on operational requirement).
  
  
  

Why join Pinnacle Intelligence?

At Pinnacle Intelligence, we empower our people to shift into high gear, accelerate with precision, and steer with integrity and respect. Youll join a team that values collaboration, innovation, and growth. We offer competitive compensation, professional development opportunities, and a culture that celebrates success.

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