Central WFM - RTA Team Lead

About Clipboard: Our mission is to uplift as many communities as possible through an app-based marketplace connecting healthcare professionals with workplaces needing workers. This enables hundreds of thousands of people to achieve financial stability while providing essential care to millions across the U.S. Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more. Excited about what we're building? We'd be grateful if you'd spread the word. If you know a friend or former colleague you'd love to work with again, refer them here. Overview: The RTA Team Lead owns live operations across multiple Lines of Business ensuring queue stability, SLA protection, and strong operational execution in a 24/7 environment. This is a high-ownership leadership role for someone who thrives under pressure. The ideal candidate combines operational thinking, technical proficiency (especially Google Sheets), and strong communication skills to drive clarity and continuous improvement. What You’ll Do:

• Own end-to-end daily operations of RTA function across all Lines of Business ensuring queue stability and SLA adherence.
• Act as primary source of truth for live operations during critical incidents.
• Lead and develop a team of RTAs establishing high performance standards.
• Build scalable queue management frameworks and evolve operational playbooks.
• Continuously improve SOPs using first-principles thinking.
• Partner cross-functionally with Workforce Management and Leadership teams.
• Maintain technical proficiency in Google Sheets and operational tooling.
• Provide executive-level operational narratives clearly communicating business impact.

Who They Are Looking For:

• Experience leading Real Time Analysts or Workforce Management teams in high-volume environments.
• Strong operational judgment under pressure.
• Analytical skills with deep proficiency in Google Sheets.
• High accountability operator with proactive risk mitigation.
• Strong written communication for executive summaries.
• Experience building operational frameworks and scalable processes.
• Comfortable in fast-paced ambiguous environments.
• Passion for coaching autonomous operators.

Hiring Process:

1. Application Review (within 2 business days)
2. Case Study Assessment (queue analysis & Google Sheets proficiency)
3. Case Interview (operational judgment & communication)
4. Department Head Interview (leadership & stakeholder management)

5. Final Interview with Head of Operations (culture fit & team leadership)

1. Offer

Compensation Range: $30K - $65K depending on education, experience & location. Clipboard warns about scammers; they never ask for money or bank details during hiring.