The Real Time Analyst Team Lead owns live operations across multiple Lines of Business, ensuring queue stability, SLA protection, and strong operational execution in a 24/7 environment and reports to our Central Workforce Management Team.
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 and sees the importance of Workforce Management.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 DoOwn the end-to-end daily operations of the RTA function across all Lines of Business, ensuring queue stability and SLA adherenceAct as the primary source of truth for live operations, driving root cause analysis and operational decision-making during critical incidentsLead and develop a team of RTAs by establishing high performance s...