Real Time Analyst - Remote

Overview

We are seeking a Real-Time Analyst (RTA) to serve as a primary layer for live operations across our Operations Team. This role is designed for a highly autonomous, forensic operator who can independently maintain queue stability, investigate anomalies, and make high-judgment operational decisions without supervision. You will be a trusted owner of our live queues, responsible for day-to-day stability as well as hands-on real-time support, including manual tasks such as break plotting, short-term break optimization, and weekly operational adjustments that safeguard service levels in a 24/7 environment.

In Short

• Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment.
• Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening.
• Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents.
• Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods.
• Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools.
• Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers.
• Partner with Operations, and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement.
• Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic.
• Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team.

Requirements

• Proven experience in real-time operations, workforce management, or queue governance roles within high-volume, time-sensitive environments.
• Advanced proficiency in Google Sheets, including the ability to manipulate large datasets, build forensic audits from scratch, and automate manual processes; this is non-negotiable.
• Demonstrated ability to perform root-cause analysis and investigative work, translating noisy or ambiguous data into clear operational insights.
• Strong independent judgment and comfort operating autonomously in high-pressure situations with minimal oversight.
• Excellent written communication skills, with the ability to summarize complex queue dynamics into clear, jargon-free narratives for diverse stakeholders.
• Experience working across multiple operational workflows or lines of business, with an understanding of how upstream and downstream changes impact live performance.
• Comfort with non-traditional schedules and a willingness to adapt working hours based on operational need.
• Experience helping define or standardize operational processes, alerts, or governance frameworks is a strong plus.

Benefits

• Live queues remain stable, governed, and resilient across all supported lines of business, even during unexpected spikes, outages, or incidents.
• Operational anomalies are quickly investigated, with root causes clearly identified and communicated, reducing repeat issues and leadership uncertainty.
• Stakeholders receive timely, clear updates during incidents that explain impact, cause, and corrective actions in a concise and actionable manner.
• The RTA operates as a trusted owner of the queue, making correct, independent decisions without the need for shared intervention.
• Queue management matures from reactive, ad-hoc responses into a documented, standardized, and governed operating model.
• Alerting, playbooks, and guardrails enable scalable 24/7 operations while allowing the RTA team to remain focused on live queue health as their top priority.