Revenue Operations Analyst

Duties and Responsibilities

• Cook with the VP of Sales and Revenue Strategy on lead source allocation and ROI-driven program prioritization.
• Provide data and reporting support for lead routing in NICECXone/InContact 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 with timely forecast inputs and variance analysis.

Knowledge and Essential Skills

• Comfortable with NICECXone/InContact 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.

Education and/or Work Experience

• Required: 2-4 years of similar experience.
• Track record of monitoring and reporting on SLA performance.