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 #J-18808-Ljbffr