Team Lead, Sales Productivity

3M · Taguig

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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.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.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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