Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Sales Operations Analyst is responsible for overseeing the daily performance and management of the Debt.Help phone system queues. This role ensures accurate tracking of agent performance by lead source and adjusts queues as needed to optimize lead flow, ensure compliance, and support sales efficiency. The specialist will also manage queue rebalancing tasks as directed by leadership and monitor for necessary adjustments based on performance trends or progressive discipline actions.

• Maintain an up-to-date Excel file tracking the entire sales team’s rankings by lead source (queue).
• Perform bi-monthly rebalancing of the queues per senior leadership directives.
• Track all queue changes and maintain historical records of queue adjustments.
• Monitor phone traffic daily, identifying trends and throttling back lead sources as necessary.
• Implement daily or weekly queue adjustments based on agent performance, progressive discipline, or leadership requests.

• At least 1 year of experience in an office environment, operations, or analyst role.
• Strong proficiency in Excel (e.g., data tracking, reporting, and analysis).
• Experience with phone system queue management.
• Fluent in English, both written and verbal.
• High attention to detail and strong data accuracy skills.
• Strong communication and collaboration skills, with the ability to coordinate with leadership and cross-functional teams.
• Demonstrated ability to identify issues quickly and escalate as needed.
• Must be reliable, dependable, and a proactive problem solver.
• Consistent punctuality and strong attendance record.
• Experience in a call center, sales operations, or workforce management environment.
• Ability to thrive in a fast-paced, dynamic setting.
• Flexible and adaptable to shifting priorities and responsibilities.

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)

Compensation & Work Environment

• The role will be funded through the Debt.Help overhead budget.
• Office-based position in the Dominican Republic.
• Need to be able to work 11:00AM - 8:00PM or 12:00PM - 9:00PM EST, Monday to Friday, to support a PST based team with a focus on meeting deadlines.