RTA Supervisor

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.
We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

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.
You’ll 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 of accountability, collaboration, and continuous improvement.
• Design and deliver coaching, training, and development initiatives to upskill RTAs, particularly around decision making, operational resilience, and stakeholder engagement.
• Lead the deployment of best practices, playbooks, and escalation protocols to unify team performance across teams.
• Lead daily/weekly stand-up meetings with global leaders and stakeholders to present the 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, ensuring accuracy 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., rerouting, priority management, overtime/off-phone pullbacks) when service levels are at risk.

Stakeholder Engagement & Escalation

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

​Reporting & Continuous Improvement

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

You Have:

• Bachelor’s degree (Business Management, Mathematics, Statistics, Business, Operations, or related field).
• 3 years of contact center WFM experience, with at least 2 years in a leadership or mentoring capacity.
• Strong understanding of WFM disciplines (Forecasting, Capacity Planning, Scheduling, real-time management).
• Proven ability to lead a team, provide coaching, and develop talent.
• Exceptional communicator and cross-functional collaborator; proactive and confident 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.