{"id":3480339,"url":"https://alion.io/job/3m-team-lead-sales-productivity","title":"Team Lead, Sales Productivity","company":{"id":5030,"name":"3M","domain":"3m.com","url":"https://alion.io/company/3m","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":92,"ghost_share":0.033,"stale_share":0.424,"repost_share":0.065,"time_to_fill_p50_days":41,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":33000,"period":"year","method":"role_seniority_country_cell","sample_n":14},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"GDPR","optional":false},{"name":"Google Sheets","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-28T00:00:00Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-02T04:10:08Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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:\nJob Description:\nThe 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.\nThe 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.\nKey Responsibilities:\nTeam Leadership and Coaching\nLead a team of Sales Productivity Analysts; oversee daily performance, attendance, and engagement\nConduct regular coaching, 1:1s, and performance reviews; create individual development plans\nFacilitate huddles, debriefs, and daily stand-ups to align on priorities and updates\nOperations Management\nManage real-time operations (queues, staffing, intraday adjustments)\nEnsure adherence to SLAs across channels (Case Closure Rate, Case Turnaround Time, Phone Answer and Abandon Rate)\nOversee shift planning, schedule adherence, and breaks\nQuality and Customer Experience\nDrive QA standards; conduct calibrations with QA and stakeholders\nMonitor contact quality, tone, accuracy, and resolution; reinforce knowledge base usage\nServe as escalation point for complex or sensitive cases; ensure timely resolution\nCoordinate with other teams internally as needed\nContinuous Improvement\nAnalyze trends and root causes; propose process, policy, and knowledge-base improvements\nSupport pilots and change initiatives; manage rollouts and agent readiness\nReporting and Stakeholder Management\nProduce daily/weekly/monthly performance reports and insights\nCommunicate status, risks, and actions to leadership and cross-functional partners\nEngage Sales and Marketing for appropriate team support as needed.\nCompliance and Data Security\nEnsure adherence to data privacy, security, and regulatory requirements (e.g., GDPR/CCPA where applicable)\nMaintain accurate documentation, SOPs, and audit readiness\nKey Metrics (managed and reported):\nService Level\nSchedule Adherence and Attendance\nDefect rate, reopens, and escalation volume\nQualifications:\nBachelor’s degree or equivalent experience\n5+ years in Sales Productivity/Sales Support; 2+ years in a team lead/supervisory role\nExperience managing omnichannel operations (phone, email, and chat)\nStrong coaching, people leadership, and conflict resolution skills\nProficient in WFM concepts, real-time management, and SLA-driven operations\nAnalytical skills with proficiency in Excel/Google Sheets and BI/reporting tools\nExcellent written and verbal communication; strong stakeholder management\nKnowledge of privacy, security, and brand safety standards for customer contact and social platforms\nTools and Technologies (experience preferred):\nCCaaS platforms (e.g., AWS, NICE, Avaya, Cisco) and telephony for toll-free lines\nCRM/Ticketing (e.g., Salesforce Service Cloud, Zendesk, ServiceNow)\nChat and email management tools; knowledge management (KM) platforms\nWFM and QA tools (e.g., AWS/ NICE/Verint)\nSocial moderation/publishing tools (e.g., Sprinklr, Hootsuite, Sprout Social)\nBI/reporting (e.g., Power BI, Tableau)\nCompetencies:\nCustomer-centric mindset and empathy\nResults orientation with strong problem-solving and root cause analysis\nAttention to detail and process discipline\nAdaptability in fast-changing environments\nTeam collaboration and cross-functional influence\nPreferred/Nice-to-Have:\nCertifications: COPC, ITIL Foundation, contact center leadership or QA\nLearn 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.\n3M Global Terms of Use and Privacy Statement\nCarefully 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.\nPlease 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). 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