Real Time Analyst – Team Lead

Clipboard Health

RTA Team Lead managing live operations across multiple lines of business in 24/7 environment. Ensuring operational excellence and queue stability through strong leadership.

Posted 5/10/2026full-timeRemote • 🦁 Anywhere in AfricaSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive salary
Flexible working hours
Professional development budget
Home office setup allowance
Global team events

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

queue managementSOPsoperational modelingqueue analysisforensic investigationsworkflow automationfirst-principles thinkingoperational decision-makingroot cause analysishigh-volume environments

Soft Skills

operational judgmentcalm under pressureanalytical skillsinvestigative skillsownershipproactive risk mitigationwritten communicationcoachingdeveloping autonomysynthesizing complex issues