Operations Lead - Steer Success in Automotive Sales Support

Muntinlupa City, Metro Manila
Permanent
Full-time

7 days ago
Apply easily

Who are we seeking?A hands-on Operations Lead who loves the floor, lives in the metrics, and lifts people up. You’re the kind of leader who can coach a diverse BPO team across sales/service/back office, keep SLAs green, and turn data into action—without losing the human touch. If you thrive in fast-paced ops and enjoy building high-performing, motivated teams, this role is for youAbout usWe’re hiring on behalf of a leading, AI-powered automotive retail solutions provider. Our client helps dealerships boost customer engagement and sales through data, automation, and intelligent workflows. You’ll be based on-site in Alabang, Muntinlupa, leading a frontline team that powers day-to-day success.What will you do?

Lead daily performance: Own team KPIs (productivity, quality, adherence, efficiency); monitor live dashboards and intervene fast to protect SLAs.
Coach for impact: Deliver 1:1s, side-by-sides, QA calibrations, and action plans that actually move the numbers.
Run tight operations: Manage schedules, breaks, queues, and headcount coverage; enforce process and compliance.
Solve problems early: Unblock escalations, remove bottlenecks, and flag risks with clear next steps.
Report & improve: Publish daily/weekly/monthly performance reports; drive root-cause analyses and continuous improvement.
Partner cross-functionally: Work with QA, Training, WFM, and HR to keep performance, people, and process aligned.
Build culture: Recognize wins, keep morale high, and foster open communication and accountability.

RequirementsHard skills

Proven BPO team leadership (floor management, live ops, SLA protection)
KPI & QA management: calibration, audit reads, action planning
Scheduling & WFM fundamentals: adherence, shrinkage, coverage
CRM/Systems: comfort with CRM, Quality Management, Workforce Management, ticketing, and reporting tools
Reporting & analysis: Excel/Google Sheets, dashboard reads, RCA documentation
Process discipline: SOPs, compliance, and case documentation

Soft skills

High-clarity communication and feedback delivery
Coaching mindset with empathy and accountability
Decisive under pressure; strong prioritization and follow-through
Conflict resolution and stakeholder management
Continuous improvement orientation; data-driven and curious
Adaptive and able to lead in a fast-paced & dynamic environment

Education

Bachelor’s degree in Business/Management or related field preferred (equivalent leadership experience considered)\

Experience

2–3+ years as a Team Leader/Supervisor in a BPO/call center setting
Advantage: exposure to automotive retail accounts (sales/service/back office)

Language

Fluency in English (both spoken and written)

BenefitsWhat’s in store for you?

Paid leaves and allowances
Opportunities for career advancement and skills training
Competitive base salary with performance incentives
Ongoing training, coaching resources, and career growth pathways

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