Real Time Analyst – Team Lead

This is a fully remote position, open to applicants in Africa.

📋 Description

• Take ownership of the daily operations for the RTA function across all Lines of Business, ensuring stability in queues and adherence to SLAs.

• Serve as the primary authority for live operations, leading root cause analysis and operational decision-making during critical situations.

• Guide and develop a team of RTAs by setting high-performance expectations, coaching for autonomy, and fostering a culture of operational accountability.

• Create scalable queue management frameworks and enhance operational playbooks to minimize reliance on tribal knowledge.

• Regularly assess and refine existing SOPs, workflows, and escalation processes through first-principles thinking.

• Collaborate across departments with Workforce Management, Operations, Vendor Management, and Leadership teams to ensure operational clarity and alignment.

• Maintain a strong technical aptitude in Google Sheets and operational tools to build models, automate workflows, and assist in forensic investigations.

• Deliver concise, executive-level operational reports that clearly outline business impact, operational risks, and recommended actions.

⛳️ Requirements

• Demonstrated experience in leading Real Time Analysts, Workforce Management teams, or live operations functions in high-volume settings.

• Strong operational judgment with the ability to stay calm and make decisive choices during high-pressure incidents or service disruptions.

• Outstanding analytical and investigative abilities, with advanced proficiency in Google Sheets, queue analysis, and operational modeling.

• A highly accountable individual who takes ownership of results and proactively addresses operational risks before they escalate.

• Excellent written communication skills, capable of distilling complex operational issues into clear, concise executive-level narratives.

• Experience in building or enhancing operational frameworks, SOPs, and scalable team processes from the ground up.

• Comfortable working in a fast-paced, highly ambiguous, and ever-evolving environment.

• A passion for coaching and developing highly autonomous, “agentic” operators who can independently identify opportunities and resolve issues.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events