Sales Operations Analyst

JOB TITLE: Sales Operations Analyst DEPARTMENT: Sales FLSA STATUS: Salary

• Exempt JOB SUMMARY: The Sales Operations Analyst provides data, reporting, and analytical support for Sales and Revenue Strategy leadership by gathering data, analyzing performance, and developing dashboards and reports that provide visibility into vendor performance, lead quality, and internal sales performance. This individual contributor role supports leadership decision-making by delivering timely, accurate, and actionable information. This hands-on, analytical role is responsible for pulling and reconciling data, producing reporting that supports business decisions, and analyzing lead data for the internal sales team. The Sales Operations Analyst monitors lead flow, evaluates lead source quality, and provides recommendations to the Business Development team and Sales management regarding lead source performance.

DUTIES AND RESPONSIBILITIES

Provide data and reporting support for lead routing in NICE CXone /In. Contact across inbound, pre-qualification, and sales floor paths. Track and report on the credit pull process for pre-qualification, including handoffs to internal sales. Analyze staffing models and performance trends to support capacity planning. Track and report on SLA performance for offshore sales teams, including volume targets, connection rates, transfer quality, and timeliness, while highlighting trends, risks, and improvement opportunities.

Partner with internal sales leadership and offshore sales team management to identify, escalate, and document operational issues in a timely manner. Maintain suppression-list and DNC reporting and ensure proper audit trails. Build, own, and report on KPI dashboards, including contact volume, connection rate, lead transfer conversion, quality scores, and cost per qualified lead, and partner with the BI team to generate reporting when necessary.

Provide pipeline and forecasting support by maintaining pipeline reporting, tracking conversion and stage progression, and supplying the Vice President of Sales and Revenue Strategy and Director of Business Development withtimelyforecast inputs and variance analysis. KNOWLEDGE AND ESSENTIAL SKILLS The ideal candidate is highly organized, detail-oriented, and motivated by work that improves operational visibility, decision-making, and team performance.

Required: Comfortable with NICECXone/In. Contact or similar contact center platforms. Strong data analysis skills; able to build dashboards and track KPIs. Comfortable with pipeline reporting and sales forecasting - tracking conversion and stage progression and preparing forecast inputs and variance analysis. Strong documentation and communication skills; able to document processes and present to leadership.

Comfortable building from scratch with some ambiguity. Experience with Business Intelligence tools such as Tableau or Power BI. Preferred: Familiarity with lead scoring or pre-qualification methodologies. Basic SQL or the ability to pull your own reports. Experience with additional contact center platforms such as NICE Enlighten or Avaya.

EDUCATION

2-4 years of similar experience Track record of monitoring and reporting on SLA performance. Preferred: Experience with offshore or nearshore BPO partners. Debt settlement, collections, or financial services background. Experience scaling a program from pilot to production. We love our employees! Competitive compensation package Career development & growth opportunities through performance and career pathing 100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident Employee Recognition Programs

• Standing Ovation, Voice of Support, and Time in Service Bonus 401K plan with 100% matching up to 4% and immediately vested No cost Employee Assistance Program and Travel Assistance Generous PTO package that starts on day 1 and increases after 1st year Commitment to employee communication through employee suggestions and engagement surveys Experienced leadership team with decades of industry experience Great team members who want you to succeed!