Sales Productivity Team Lead: Coaching & Ops Excellence

3M Vietnam; Taguig; Presencial; PHP 900.000 - 1.600.000; Tempo integral

Resumo da vaga

3M Vietnam is seeking a Sales Productivity Team Lead to guide a team of Analysts responsible for account creation, CRM support, pricing, quotes, and customer data maintenance. The role requires strong leadership, stakeholder management, and working knowledge of Salesforce and other enterprise systems.

You will oversee daily operations, ensure SLA adherence across channels, coach staff, coordinate with cross-functional teams, and drive process improvements.

Qualificações

• Bachelor’s degree or equivalent experience.
• 5+ years in Sales Productivity/Sales Support; 2+ years in a team lead role.
• Experience managing omnichannel operations (phone, email, chat).
• Strong coaching and people leadership skills.
• Proficient in WFM concepts and SLA-driven operations.
• Analytical skills with Excel/Google Sheets and BI/reporting tools.
• Excellent written and verbal communication; strong stakeholder management.
• Knowledge of privacy, security, and brand safety standards for customer contact.
• CCaaS platforms (AWS, NICE, Avaya, Cisco) and telephony familiarity.
• CRM/Ticketing (Salesforce Service Cloud, Zendesk, ServiceNow).
• Chat/email management tools; KM platforms.
• WFM and QA tools (AWS/NICE/Verint).
• Social moderation/publishing tools (Sprinklr, Hootsuite, Sprout Social).
• BI/reporting (Power BI, Tableau).

Responsabilidades

• Lead a team of Sales Productivity Analysts; oversee daily performance, attendance, and engagement.
• Coach, 1:1s, and performance reviews; create individual development plans.
• Facilitate huddles, debriefs, and daily stand-ups to align on priorities.
• Manage real-time operations (queues, staffing, intraday adjustments).
• Ensure adherence to SLAs across channels (Case Closure Rate, Turnaround Time, Phone metrics).
• Oversee shift planning, schedule adherence, and breaks.
• Drive QA standards; calibrations with QA and stakeholders.
• Monitor contact quality, tone, and knowledge-base usage; escalate when needed.
• Coordinate with other teams; manage cross-functional dependencies.
• Analyze trends; propose process, policy, and knowledge-base improvements.
• Support pilots and change initiatives; manage rollouts and training.
• Produce daily/weekly/monthly performance reports and insights.
• Communicate status, risks, and actions to leadership and cross-functional partners.
• Engage Sales and Marketing for appropriate team support.

Conhecimentos

Sales leadership

Omnichannel ops

Stakeholder mgmt

WFM concepts

Excel/Sheets

BI reporting

Formação

Bachelor’s degree or equivalent experience

Ferramentas

Salesforce Service Cloud

Zendesk

ServiceNow

Power BI

Tableau

Sprinklr

Hootsuite

Sprout Social

AWS/NICE/Verint

Descrição da vaga

3M Vietnam is seeking a Sales Productivity Team Lead to guide a team of Analysts responsible for account creation, CRM support, pricing, quotes, and customer data maintenance. The role requires strong leadership, stakeholder management, and working knowledge of Salesforce and other enterprise systems.

You will oversee daily operations, ensure SLA adherence across channels, coach staff, coordinate with cross-functional teams, and drive process improvements.