Real Time Operations Team Lead

Role Overview

The Real Time Operations Team Lead owns the day-to-day performance of a live operations team, where work arrives continuously and has to be completed accurately, on time, and in line with agreed service levels. This person moves between three modes — monitoring performance and coverage, resolving escalations that threaten delivery, and coaching team members so quality holds steady as volumes shift. The role matters because it is the point where operational targets, process discipline, and people development meet: without it, service levels slip quietly, issues escalate too slowly, and improvement ideas never make it from the floor into practice.

Key Responsibilities

• Run the team's daily operations, tracking progress against SLAs and operational targets and intervening when performance drifts off course.
• Take ownership of operational escalations, working directly with stakeholders to clear high-impact issues quickly and prevent them from recurring.
• Make operational calls on prioritisation, workflow, and resource allocation that stay consistent with business goals, defined processes, and quality standards.
• Report upward on team performance, emerging risks, and operational developments so management always has an accurate picture of the floor.
• Support workforce planning by anticipating demand and making sure shift coverage matches business needs.
• Run quality audits, verify process compliance, and address gaps before they affect customers or downstream teams.
• Coach team members through regular feedback, performance conversations, and hands-on support for their development.
• Spot and implement process improvements that raise efficiency, accuracy, and service quality, and build a culture of accountability, collaboration, and continuous improvement.

Requirements & Qualifications

• Bachelor's degree or equivalent practical experience.
• Background in operations with a track record of leading a team in a fast-paced environment.
• Strong leadership and coaching ability, plus the confidence to manage stakeholders at different levels of the business.
• Solid analytical and problem-solving skills, with the judgement to make sound decisions under pressure.
• Excellent communication, organisation, and time management, including the ability to juggle competing priorities without dropping detail.
• Comfort working in Google Sheets and with reporting tools to track performance and share insights.
• High attention to detail and a genuine commitment to quality standards.
• Able to work independently and collaborate effectively with cross-functional teams.
• A continuous improvement mindset, with an interest in applying emerging technologies such as AI and automation to make operations more efficient.
• Adaptable and positive under pressure, with a willingness to take on additional operations-related duties as the team requires.