Sales Operations Specialist, AFX - BPO BIOS Sales Planning Support

The Business and Product Operations organization is looking for a Sales Operations Specialist in Manila, Philippines to join the Sales Planning Support team within the Business Insights, Operations, & Support (BIOS) organization. This role delivers frontline support for sales planning tooling and processes, resolving planning system tickets, and enables Sales and Sales Operations teams worldwide through timely and accurate resolution of customer issues. As a member of this team, you will help safeguard data quality, account ownership integrity, and revenue accuracy across specific planning tools that Field Sales teams rely on. You will leverage troubleshooting and root cause analysis skills to resolve complex transactions across the systems that support sales territory, revenue, and account planning. The successful candidate must have the ability to communicate effectively across technical and non-technical business units, collaborate to solve data and operational problems, contribute to knowledge and process improvements, and deliver against high operational standards in a high-volume ticket resolution environment.

Key job responsibilities
Support the resolution of continuously evolving operational issues and inquiries, executing the investigation and root cause analysis of problems across the tools and processes that our Sales, Sales operations, and Field teams rely on.
• Resolve assigned support tickets from intake to closure, meeting service level and quality expectations, taking on the more complex or ambiguous issues that require judgment beyond standard procedures.
• Build strong working knowledge of the relevant systems, data, and policies in order to guide users through proper tool usage, error prevention, and policy-related questions.
• Investigate and resolve system errors, data synchronization issues, and data discrepancies, documenting root cause and steps to reproduce, and validating against trusted sources to ensure accuracy.
• Escalate well-documented issues to specialized partner teams when a fix falls outside the team's scope, and collaborate with peers and stakeholders to ensure smooth handoffs.
• Identify recurring issue patterns and root cause themes, and contribute to process improvement initiatives, including surfacing automation opportunities, testing new tools and processes, and providing feedback on proposed changes.
• Contribute to the team's documentation and knowledge resources by creating and updating materials, sharing best practices, and identifying gaps in training.
• Review the work of newer team members and support onboarding, providing constructive feedback, tracking error patterns, and helping train the team on systems, processes, and best practices.
• Produce clear written and verbal communication, including issue documentation and root cause write-ups, with the ability to communicate to leadership and participate in business reviews.
• This role will report to the office located at Taguig, Philippines, on an 8PM to 5AM PHT shift schedule.

Basic Qualifications

- 3+ years of data, functional or operational analysis, based on large volumes of data
- Bachelor’s degree in Business Administration, Finance, Computer Science, or related field
- Must be proficient in Excel and be able to create and troubleshoot complex spreadsheets
- Demonstrated experience managing ticket-based or case-based support teams with defined SLAs and quality metrics
- Proven attention to detail and excellent problem-solving skills

Preferred Qualifications

- Motivated self-starter, proactive and action-oriented
- Highly organized and detail focused, have multi-tasking skills, and efficient in ambiguous situations
- Prior operations experience as part of an international team or with global clients and stakeholders
- Experience with systems or tools utilized for Customer Relationship Management (CRM)
- Experience in Data Extraction, Data Visualization and any Business Insight Tool
- Experience in managing stakeholder relationships

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