Real Time Analyst Team Lead
Remote (Africa, Central & South America, the Carribean)Full-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- Google Sheets
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
Responsibilities
- 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
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