Team Lead, Sales Productivity

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 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

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

Learn more about 3M's creative solutions to the world's problems at www.3M.com or on Instagram, Facebook, and LinkedIn @3M.

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