Real-Time Analyst Team Lead

Overview

The RTA Team Lead owns live operations across multiple Lines of Business, ensuring queue stability, SLA protection, and strong operational execution in a 24/7 environment. This is a high-ownership leadership role for someone who thrives under pressure, operates with strong judgment and can lead both people and processes at a high level.

The ideal candidate combines operational thinking, technical proficiency, and strong communication skills to drive clarity, accountability, and continuous improvement across the organization.

What You'll Do

• Own the end-to-end daily operations of the RTA function across all Lines of Business, ensuring queue stability and SLA adherence
• Act as the primary source of truth for live operations, driving root cause analysis and operational decision‑making during critical incidents
• Lead and develop a team of RTAs by establishing high performance standards, coaching toward autonomy, and creating a culture of operational ownership
• Build scalable queue management frameworks and evolve operational playbooks to reduce dependency on tribal knowledge
• Continuously evaluate and improve existing SOPs, workflows, and escalation processes using first‑principles thinking
• Partner cross‑functionally with Workforce Management, Operations, Vendor Management, and Leadership teams to provide operational clarity and drive alignment
• Maintain strong technical proficiency in Google Sheets and operational tooling to build models, automate workflows, and support forensic investigations
• Provide concise, executive‑level operational narratives that communicate business impact, operational risks, and recommended actions clearly

Who We’re Looking For

• 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