Senior RTA

Job Description:

About the role:
The Senior Real Time Analayst leads our Real-Time Management team within Workforce Management. This
pivotal role blends operational proficiency with people leadership balancing hands-on
oversight of real-time service performance with nurturing and developing the RTA team.
Youll ensure consistent SLA delivery across channels and business lines while building
leadership capabilities into the workforce. Additionally this role will have people
management responsibilities.

You Will:

Leadership & Team Development

• Manage and mentor a team of Real-Time Analysts (RTAs) fostering a culture ofaccountability collaboration and continuous improvement.
• Design and deliver coaching training and development initiatives to upskill RTAsparticularly around decision making operational resilience and stakeholderengagement.
• Lead the deployment of best practices playbooks and escalation protocols to unifyteam performance across teams.
• Lead daily/weekly stand-up meetings with global leaders and stakeholders to presentthe status of our KPIs and action plans.
• Execute RTA strategy and readiness plans for peak and holiday seasons.

Operational Oversight

• Oversee and validate real-time monitoring activities carried out by RTAs ensuringaccuracy in reporting escalation and staffing adjustments. Ensure team readiness during peak or migration-related volatility through swift data-informed response.
• Make higher-level decisions on significant intraday interventions (e.g. reroutingpriority management overtime/off-phone pullbacks) when service levels are at risk.

Stakeholder Engagement & Escalation

• Partner with Operations leadership Capacity Planning Scheduling and otherfunctions to ensure alignment between real-time actions and broader WFM strategy.
• Communicate real-time performance risks and mitigation strategies to seniorleadership with a forward-looking perspective.
• Lead daily/weekly operational huddles with Operations to align on performancetrends risks and action plans.
• Staff and lead real-time command channels during high-risk periods (e.g. platformrollouts volume surges).
• Serve as a trusted escalation point for operational interruptions (e.g. outages orsystem issues) coordinating across Operations IT HR and Projects for quickresolution.

Reporting & Continuous Improvement

• Guide the production of accurate actionable real-time reporting including intradayupdates insights and recommendations.
• Proactively identify improvement opportunities through root-cause analysis trendidentification and routing optimization.
• Lead ongoing playbook development change management documentation andprocess refinement to drive operational excellence.

You Have:

• Bachelors degree (Business Management Mathematics Statistics BusinessOperations or related field).
• 3 years of contact center WFM experience with at least 2 years in a leadership ormentoring capacity.
• Strong understanding of WFM disciplines (Forecasting Capacity Planning Schedulingreal-time management).
• Proven ability to lead a team provide coaching and develop talent.
• Exceptional communicator and cross-functional collaborator; proactive andconfident under pressure.
• Strong problem-solving and decision-making under pressure.
• Proficiency with WFM systems (e.g. Assembled IEX Calabrio Verint) and data tools (Excel SQL preferred).
• Flexibility to support a global multi-shift operation and transformation initiatives.

Working Conditions:

• Work on-site
• Can work on weekends and flexible working hours
• Travel ready with passport and US visa is a plus

N/A

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.