B2B Associate Sales Manager (Team Leader) | Shaw Mandaluyong

Concentrix; Mandaluyong; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Concentrix is seeking an Associate Sales Manager (Team Leader) to lead a B2B sales and service team in Manila. You will coach, monitor performance, and ensure high-quality client interactions while driving productivity and service standards to meet business goals.

The role requires strong leadership, communication, and analytical skills, with 3–4 years in BPO/B2B or customer operations. You will collaborate with Quality, Training, and Operations to optimize processes, manage escalation handling,

Formación

• 3–4 years in a BPO, B2B, sales, customer service, or operations environment.
• Prior experience in a team lead or supervisory role is an advantage.
• Strong leadership, coaching skills, and communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsabilidades

• Lead and supervise a team of B2B agents to meet targets and service standards.
• Monitor daily attendance, productivity, and overall performance.
• Ensure team compliance with company policies and procedures.
• Conduct regular coaching sessions and provide feedback.
• Identify performance gaps and create action plans to improve KPIs.
• Support agents in meeting KPIs and developing skills.
• Monitor quality, productivity, SLA, and client satisfaction; escalate issues when needed.
• Collaborate with Quality, Training, Operations, and Support; share updates with management.
• Maintain professional handling of B2B client interactions and relations.
• Assist in handling escalations and complex client concerns when appropriate.

Conocimientos

Leadership

Coaching

Customer Service

Communication

Analytical Thinking

Herramientas

CRM Tools

Reporting Systems

MS Office / Google Workspace

Call Center Platforms

Descripción del empleo

The Associate Sales Manager (Team Leader) will be responsible for leading, coaching, and managing a B2B team to achieve performance targets, service standards, and business goals. This role ensures the team delivers high-quality support to business clients, drives productivity, and maintains a strong customer experience.

Key Responsibilities:

Lead and supervise a team of B2B agents.

• Monitor daily attendance, productivity, and overall performance.
• Ensure team compliance with company policies and procedures.

Performance Coaching

• Conduct regular coaching sessions and one-on-one feedback.
• Identify performance gaps and create action plans.
• Support agents in meeting KPIs and improving skills.

Operational Excellence

• Monitor key metrics such as quality, productivity, SLA, and client satisfaction.
• Escalate issues promptly and support resolution of customer concerns.
• Ensure smooth day-to-day operations and workflow adherence.

Stakeholder Collaboration

• Work closely with internal teams such as Quality, Training, Operations, and Support.
• Provide timely updates to management on team performance and challenges.
• Support process improvements and change management initiatives.

Client Focus

• Ensure professional handling of B2B customer interactions.
• Maintain strong relationships with business clients through effective service delivery.
• Assist in handling escalations and complex concerns when needed.

What we're looking for:

• At least 3–4 years of experience in a BPO, B2B, sales, customer service, or operations environment.
• Prior experience in a team lead or supervisory role is an advantage.
• Prior experience in a a Business-to-Business (B2B) environment.
• Strong leadership and coaching skills.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in MS Office or Google Workspace.
• Experience using CRM tools, reporting systems, or call center platforms is preferred.