• Serve as a strategic partner to frame, investigate, and answer key business questions through analytics • Lead the identification of information needs, design of data analytics plans, and the overall management of the reporting process across multiple functional domains • Drive strategic thinking and serve as an analytics leader to functional domains by answering key business questions to define overall strategy and tactics and drive business decisions • Review and enhance forecasts, with strong expertise in ability to qualify and quantify the business opportunity, including communicating results and recommendations to Commercial and other Senior Leadership • Ensure accurate effective performance measurement and deliver regular assessments of performance to leadership, including clear articulation of the data and its meaning for the business • Integrate and normalize data from various sources to support internal reporting and benchmarking • Invest in strong relationships to drive commercial / business outcomes • Manage robust commercial and project-based programs monthly, reporting on the status of programs, leveraging KPIs based on objective goals, financial targets and program outlines including quality metrics • Liaison between Commercial & IT/OPS on specific technology needs • Assist in the development of overall Sales Operations strategy, planning, direction, and development of integrated processes • Analyzes sales data to forecast and identify new opportunities or areas of improvement. Analyzes trends and practices of competing companies. • Build and manage dashboards to track sales metrics, launch metrics, sales effectiveness and improvements, and sales targets. • Analyze and provide timely, accurate analysis/reports of sales data to assist in market understanding, sales targeting, sales growth, and aid business decision making • Create field Sales incentive compensation plans, implement, and monitor plan performance metrics, and make recommendations to Sales on any plan deviations • Develop sales force structure and optimal territory alignments to increase operational efficiency and sales potential • Continue to monitor performance and recommend territory and target fine tuning

• As an Operations Specialist, you’ll be the go-to guru for our tech needs • From optimizing business software to keeping our Agents operating top-notch, you’ll ensure everything runs like clockwork, with a dash of innovation and urgency • Keep our business tools (WUPOS, Prepaid, Peripherals etc.) running like a dream, ensuring our sales team stay productive and happy • Data & System analytics support by observing trends when implementing new tech and products/solutions • Solve day-to-day technical hiccups, whether it’s software woes or hardware failures • Help with basic hardware and system troubleshooting

• Monitors employee job performance to ensure that all necessary tasks are completed in accordance with specifications and deadlines • Conducts performance reviews and provides feedback to direct reports • Assist with the coaching of staff • Provides day-to-day instructions to team members on job responsibilities • Helps associates resolve associate work-related issues • Assist with the hiring and termination process • Assist with the development of program training documents • Ensures open communication with the staff • Proactively identifies program issues and proposes ways in which to address their concerns • Maintains positive rapport with internal and external customers • Understands contract obligations • Assist in the development of project task plan and standard operating procedures • Analyzes reports for trends and gives recommendations • Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) • Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled. Perform other related duties as assigned.

• Monitor and promptly respond to urgent emails received in public folders during non-business hours. • Resolve matters through completion and communicate required follow-up to appropriate Department Managers. • Answer and manage calls received through the after-hours emergency line. • Build and maintain strong working relationships with domestic and international clients, court reporters, videographers, interpreters, and vendors. • Identify and assign appropriate resources to cover urgent or time-sensitive job requests. • Format, review, and distribute rough draft transcripts to clients and accurately process final transcripts according to company standards. • Provide cross-functional support to other departments during peak periods or operational needs.