We're looking for a Real-Time Analyst Team Lead to own live operations across multiple Lines of Business, ensuring queue stability and SLA adherence, and lead a team of RTAs by establishing high performance standards and coaching toward autonomy.
Requirements
- Proven experience leading Real Time Analysts, Workforce Management teams, or live operations functions in high-volume environments
- Strong operational judgment with the ability to remain calm and decisive during high-pressure incidents or service disruptions
- Exceptional analytical and investigative skills with deep proficiency in Google Sheets, queue analysis, and operational modeling
- A high-accountability operator who takes ownership of outcomes and proactively mitigates operational risks before escalation
- Strong written communication skills with the ability to synthesize complex operational issues into concise executive-level narratives
- Experience building or improving operational frameworks, SOPs, and scalable team processes from the ground up
- Comfortable operating in a fast-paced, highly ambiguous, and continuously evolving environment
- Passion for coaching and developing highly autonomous, “agentic” operators who can independently identify opportunities and solve problems
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