Team Lead, Sales Productivity

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

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