Operations Support Analyst

DM Injury Law is hiring an Operations Support Analyst to support its intake and client services operations through data analysis, reporting, dashboards, and call quality assurance. The role also supports operational systems, data integrity, process documentation, and cross-team coordination to help leadership understand performance and make informed decisions.

What you'll do:

• Build and maintain the Domo dashboard tracking intake call performance and volume for leadership visibility, and analyze trends to surface insights, not just numbers
• Own recurring reporting deliverables, including a weekly IT issue tracker and a daily data feed powering the intake performance dashboard
• Build and maintain a custom internal dashboard used for firm-wide communications and recognition (announcements, staff shoutouts, new hire/anniversary tracking, and more), including a lightweight admin tool so non-technical staff can update content
• Produce ad hoc reports and data pulls as requested by leadership and Senior Data Analysts, translating business questions into clear, actionable analysis
• Help identify patterns in intake volume, conversion, and performance data, and bring findings to leadership in a clear, business-friendly way
• Score recorded intake and client services calls against a standardized quality assessment framework
• Track scoring trends and help ensure coaching feedback reaches agents in a timely, useful way
• Flag recurring performance or process gaps to leadership
• Learn and support the end-to-end intake and client services processes — from lead intake through qualification to signed retainer and current client communications
• Maintain working knowledge of core systems: Lead Docket, Neos, RingCentral, Case Status and Domo
• Track and log issues during new system rollouts (e.g., integration issue logs), identifying root causes and following resolutions through to close
• Monitor data integrity issues across systems (e.g., mismatched exports, broken feeds) and escalate or resolve as needed

What they're looking for:

• 1–3 years of experience in a business analyst, data analyst, operations analyst, or similar analytical support role; legal or call-center intake environment a plus
• Ability to break down a business question, identify the data needed to answer it, and present findings in a clear, actionable way
• Hands-on experience building and maintaining dashboards or reports (Domo strongly preferred; Tableau, Power BI, or similar considered)
• Strong proficiency in Excel/Google Sheets, including formulas, pivot tables, and data cleanup
• Basic familiarity with SQL, or a solid grasp of data/relational concepts and willingness to learn
• Comfortable working with or learning multiple business systems (e.g., Lead Docket, Neos, RingCentral) and connecting data across them
• Naturally curious and analytical, with a habit of asking why the numbers look the way they do rather than just reporting them
• Experience or interest in call quality assurance, scoring frameworks, or coaching feedback loops
• Strong attention to detail and a track record of catching data integrity issues before they become bigger problems
• Clear written and verbal communication skills, with the ability to translate data into actionable insights for non-technical stakeholders
• Organized and self-directed; able to manage multiple recurring deliverables and ad hoc requests simultaneously
• Interest in using AI tools (e.g., Claude) to build internal tools, streamline documentation, and accelerate analytical workflows