Team Lead, Sales Productivity

Location: On-site, PH, Taguig; working hours may align with the supported business time zone and may fall outside standard Philippine working hours.

Company

hirify.global is an innovation-focused company that encourages curiosity, creativity, diverse thinking, and experimentation.

What you will do

• Lead and support Sales Productivity Analysts responsible for account creation, CRM support, paid order assistance, pricing, quotation support, and customer data maintenance.
• Manage daily performance, attendance, engagement, coaching, 1:1s, performance reviews, development plans, huddles, debriefs, and stand-ups.
• Manage real-time operations, queues, staffing, intraday adjustments, shift planning, schedule adherence, breaks, and SLA performance across channels.
• Drive quality standards through calibrations, contact-quality monitoring, knowledge-base usage, escalation management, and coordination with internal teams.
• Analyze trends and root causes, improve processes and knowledge bases, support pilots and change initiatives, and manage rollouts and agent readiness.
• Produce performance reports and insights, communicate risks and actions, support Sales and Marketing, and maintain compliance, documentation, SOPs, audit readiness, data privacy, security, and regulatory requirements.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in Sales Productivity or Sales Support and 2+ years in a team lead or supervisory role.
• Experience managing omnichannel operations across phone, email, and chat.
• Strong coaching, people leadership, conflict resolution, stakeholder management, written and verbal communication, and cross-functional influence skills.
• Proficiency in workforce management concepts, real-time management, and SLA-driven operations.
• Analytical skills with proficiency in Excel or Google Sheets and BI/reporting tools.
• Knowledge of privacy, security, and brand safety standards for customer contact and social platforms.
• Customer-centric mindset, empathy, results orientation, problem-solving, root-cause analysis, attention to detail, process discipline, adaptability, and collaboration.

Nice to have

• Experience with CCaaS platforms such as AWS, NICE, Avaya, or Cisco and telephony for toll-free lines.
• Experience with CRM or ticketing platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow; chat and email management tools; and knowledge-management platforms.
• Experience with WFM and QA tools such as AWS, NICE, or Verint.
• Experience with social moderation or publishing tools such as Sprinklr, Hootsuite, or Sprout Social.
• Experience with BI/reporting tools such as Power BI or Tableau.
• COPC, ITIL Foundation, contact center leadership, or QA certification.

Culture & Benefits

• Innovation-focused environment with freedom to explore and encouragement of curiosity and creativity.
• Emphasis on diverse thinking, experimentation, safety, and continuous improvement.
• Employees are expected to contribute to an Environmental Health and Safety culture by following safety policies and identifying hazards.
• Work may require alignment with supported business time zones outside standard Philippine working hours.

Hiring process

• Provide education and work history by uploading a resume or completing the application fields.
• Review and accept the applicable hirify.global terms of use and privacy policy before submitting the application.