Real Time Analyst – Team Lead

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

📋 Description

• Oversee the complete daily operations of the Real-Time Analyst (RTA) function across all Lines of Business, ensuring stability in queues and adherence to Service Level Agreements (SLAs).

• Serve as the main point of reference for live operations, facilitating root cause analysis and operational decision-making during critical incidents.

• Lead and nurture a team of RTAs by establishing high-performance standards, providing coaching for autonomy, and fostering a culture of operational ownership.

• Develop scalable queue management frameworks and enhance operational playbooks to lessen reliance on informal knowledge.

• Continuously assess and refine existing Standard Operating Procedures (SOPs), workflows, and escalation processes using first-principles thinking.

• Collaborate cross-functionally with Workforce Management, Operations, Vendor Management, and Leadership teams to ensure operational clarity and promote alignment.

• Maintain strong technical expertise in Google Sheets and operational tools to create models, automate workflows, and support forensic investigations.

• Deliver succinct, executive-level operational narratives that clearly communicate business impact, operational risks, and recommended actions.

⛳️ Requirements

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

• Strong operational judgment with the capacity to remain calm and decisive during high-pressure incidents or service disruptions.

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

• A high-accountability operator who assumes ownership of outcomes and proactively addresses operational risks before they escalate.

• Excellent written communication skills, capable of synthesizing 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 continually evolving environment.

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

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities