Team Lead, Sales Productivity

PHL 3M Service Center APAC, Inc.; Taguig; Vor Ort; PHP 900.000 - 1.800.000; Vollzeit

Zusammenfassung

3M in the Philippines is hiring a Sales Productivity Team Lead to guide a team of analysts who support sales operations across CRM, pricing, and data maintenance. You will drive performance, coach staff, and coordinate with cross-functional partners to meet SLAs and improve processes.

The role requires strong leadership, stakeholder engagement, and hands-on experience with CRM systems, BI tools, and WFM concepts. The position may align to local business hours with office-based work in Taguig.

Qualifikationen

• Bachelor’s degree or equivalent experience.
• 5+ years in Sales Productivity or Sales Support.
• 2+ years in a team lead / supervisory role.
• Experience managing omnichannel operations (phone, email, chat).
• Strong coaching, leadership, and stakeholder management.
• Proficient in Excel/Google Sheets and BI/reporting tools.
• Knowledge of privacy, security, and brand safety standards.

Aufgaben

• Lead a team of Sales Productivity Analysts and oversee daily performance.
• Manage real-time operations, queues, staffing, and intraday adjustments.
• Ensure SLAs across channels including case closure and response times.
• Coordinate with QA and stakeholders; maintain knowledge base.
• Produce and present performance reports to leadership.
• Drive continuous improvement and support pilots and rollouts.
• Ensure data privacy and regulatory compliance.

Kenntnisse

Sales Productivity

Team Leadership

Omnichannel Operations

Coaching

People Leadership

Stakeholder Management

WFM concepts

Excel/BI tools

Communication skills

Ausbildung

Bachelor’s degree or equivalent experience

Tools

CCaaS platforms (AWS, NICE, Avaya, Cisco)

CRM/Ticketing (Salesforce Service Cloud, Zendesk, ServiceNow)

Chat and email management tools

Knowledge management platforms

WFM & QA tools (Verint, AWS/NICE)

BI/Reporting (Power BI, Tableau)

Jobbeschreibung

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description

The Sales Productivity Team Lead is responsible for leading and supporting a team of Sales Productivity Analysts who manage key sales operations processes, including account creation, CRM support, paid order assistance, pricing activities, quotation support, and customer data maintenance. The position requires strong leadership, attention to detail, stakeholder management, and working knowledge of sales support systems such as Salesforce, CRM platforms, reporting tools, and enterprise business systems. This role may require working hours aligned with the supported business time zone, which may fall outside standard Philippine working hours.

Key Responsibilities

Team Leadership and Coaching

• Lead a team of Sales Productivity Analysts; oversee daily performance, attendance, and engagement
• Conduct regular coaching, 1:1s, and performance reviews; create individual development plans
• Facilitate huddles, debriefs, and daily stand-ups to align on priorities and updates

Operations Management

• Manage real-time operations (queues, staffing, intraday adjustments)
• Ensure adherence to SLAs across channels (Case Closure Rate, Case Turnaround Time, Phone Answer and Abandon Rate)
• Oversee shift planning, schedule adherence, and breaks

Quality and Customer Experience

• Drive QA standards; conduct calibrations with QA and stakeholders
• Monitor contact quality, tone, accuracy, and resolution; reinforce knowledge base usage
• Serve as escalation point for complex or sensitive cases; ensure timely resolution
• Coordinate with other teams internally as needed

Continuous Improvement

• Analyze trends and root causes; propose process, policy, and knowledge-base improvements
• Support pilots and change initiatives; manage rollouts and agent readiness

Reporting and Stakeholder Management

• 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 as needed

Compliance and Data Security

• Ensure adherence to data privacy, security, and regulatory requirements (e.g., GDPR/CCPA where applicable)
• Maintain accurate documentation, SOPs, and audit readiness

Key Metrics (managed and reported)

• Service Level, Schedule Adherence and Attendance
• Defect rate, reopens, and escalation volume

Qualifications

• Bachelor’s degree or equivalent experience
• 5+ years in Sales Productivity/Sales Support; 2+ years in a team lead/supervisory role
• Experience managing omnichannel operations (phone, email, and chat)
• Strong coaching, people leadership, and conflict resolution skills
• Proficient in WFM concepts, real-time management, and SLA-driven operations
• Analytical skills with proficiency in 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 and social platforms

Tools and Technologies (experience preferred)

• CCaaS platforms (e.g., AWS, NICE, Avaya, Cisco) and telephony for toll-free lines
• CRM/Ticketing (e.g., Salesforce Service Cloud, Zendesk, ServiceNow)
• Chat and email management tools; knowledge management (KM) platforms
• WFM and QA tools (e.g., AWS/ NICE/Verint)
• Social moderation/publishing tools (e.g., Sprinklr, Hootsuite, Sprout Social)
• BI/reporting (e.g., Power BI, Tableau)

Competencies

• Customer-centric mindset and empathy
• Results orientation with strong problem-solving and root cause analysis
• Attention to detail and process discipline
• Adaptability in fast-changing environments
• Team collaboration and cross-functional influence

Preferred/Nice-to-Have

• Certifications: COPC, ITIL Foundation, contact center leadership or QA

Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.