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.

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.

3M Global Terms of Use and Privacy Statement

Carefully read these Terms of Use before using this website. Your access to and use of this website and application for a job at 3M are conditioned on your acceptance and compliance with these terms.

Please click on the following links and select the country where you are applying for employment to review the applicable Terms of Use (link here) and Privacy Policy (link here). Before submitting your application, you will be asked to confirm your agreement with the terms.