Team Manager

Job Title: Team Manager

Department: Operations

Reports To: Operations Manager

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

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:

The Team Manager at Pinnacle Intelligence is a pivotal frontline leadership role, directly responsible for the daily management, coaching, and motivation of a team of operational specialists within our BPO environment. This role ensures that team members consistently achieve performance targets, adhere to quality standards, and deliver exceptional service to support our clients' objectives. The Team Manager fosters a positive and productive work environment, drives individual and team development, and serves as the primary point of contact for frontline issues, contributing significantly to overall operational excellence and employee engagement.

Key Responsibilities:

1. Team Leadership & Performance Management:

• Lead, motivate, and manage a team of BDC Representatives and other staff to ensure daily, weekly, and monthly performance targets are consistently met or exceeded.
• Monitor real-time team performance and individual metrics, taking immediate action to address deviations and ensure service level agreements (SLAs) are met.
• Conduct regular performance reviews, set clear objectives, and provide constructive feedback to team members.

2. Coaching & Development:

• Provide ongoing, actionable coaching and mentoring to team members to enhance their skills, knowledge, and overall performance.
• Identify individual and team training needs, collaborating with the Training Department to ensure appropriate development interventions are provided.
• Support career development paths for team members, fostering a culture of continuous learning and growth.

3. Operational Oversight & Compliance:

• Ensure strict adherence to operational processes, internal policies, client-specific guidelines, and quality standards by all team members.
• Manage daily schedules, breaks, and adherence to ensure optimal staffing levels and productivity.
• Identify operational bottlenecks or inefficiencies at the team level and propose solutions to the Operations Manager.
• Handle immediate frontline operational issues and escalations from team members, providing timely resolution or escalating as necessary.

4. Employee Engagement & Motivation:

• Foster a positive, collaborative, and high-energy team environment that promotes teamwork, respect, and open communication.
• Address employee concerns, mediate conflicts, and promote a healthy work-life balance.
• Recognize and reward strong performance to maintain high morale and motivation.

5. Reporting & Analysis:

• Prepare and present accurate daily, weekly, and monthly performance reports for the team, highlighting key achievements, challenges, and action plans.
• Analyze team data to identify trends, root causes of performance issues, and opportunities for improvement.

6. Cross-functional Collaboration:

• Collaborate effectively with other departments such as Quality Assurance, Training, Workforce Management, and Human Resources to ensure seamless operations and support for the team.
• Act as a liaison between frontline staff and higher management, relaying information and insights from the team.

Skills & Qualifications:

Required:

• Experience: Minimum of 2-3 years of proven experience as a Team Leader or Supervisor in a Business Process Outsourcing (BPO) or call center environment, managing a team of individual contributors.
• Leadership & Coaching: Demonstrated ability to effectively lead, coach, motivate, and develop a team to achieve and exceed performance targets.
• Performance Management: Strong understanding of BPO key performance indicators (KPIs) and experience in driving individual and team performance.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills, with the ability to provide clear feedback, resolve conflicts, and build strong team rapport.
• Problem-Solving: Proven ability to identify, analyze, and resolve operational and team-related issues quickly and effectively.
• Organizational Skills: Strong ability to manage multiple priorities, monitor team activities, and ensure operational adherence.
• Technical Proficiency: Familiarity with CRM systems, Workforce Management (WFM) tools, and Quality Monitoring (QM) software.
• Adaptability: Ability to thrive and lead in a fast-paced, dynamic, and target-driven environment.

Preferred:

• Experience in a BPO supporting clients in the automotive retail industry.

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to directly impact our operational success by leading and developing our frontline talent. You will be instrumental in driving performance, fostering a vibrant team culture, and contributing to our mission of transforming automotive retail through intelligent solutions. If you are a passionate, results-driven leader eager to make a difference in a dynamic BPO environment, we encourage you to apply!