Operations Lead - Steer Success in Automotive Sales Support
Philippines
Permanent
Full-time
5 days ago
Who are we seeking A hands-on Operations Lead who loves the floor, lives in the metrics, and lifts people up. You&aposre 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 you About Us We&aposre 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&aposll 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 Requirements Hard 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&aposs 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) Benefits What&aposs 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 Show more Show less