RTA Manager

? We’re Hiring: RTA Manager – Call Centre (CX Campaigns) ? Location: On-site – Umhlanga, Durban ? Type: Full-Time | Office-Based Are you a detail-driven Real-Time Adherence (RTA) specialist with a solid background in managing customer service environments? We’re looking for a proactive and analytical RTA Manager to join our fast-paced BPO operation supporting CX/Customer Service campaigns only . ? What We’re Looking For: ? 4 years of RTA experience in a BPO or Call Centre environment ? Experience must be specifically within CX/Customer Service campaigns (non-sales) ? Must be currently employed or not out of work for more than 2 months ? Strong working knowledge of Amazon Connect for call routing and real-time data management ? Advanced Excel and Power BI skills for performance reporting, data dashboards, and real-time analytics ? Based in Durban and able to work full-time on-site in Umhlanga ? Key Responsibilities: Manage real-time call centre performance, adherence, and agent availability Monitor queues, intraday staffing, and service levels across CX campaigns Leverage Amazon Connect and live dashboards to flag and resolve performance issues proactively Build and automate reporting using Power BI and Excel to support operational decision-making Liaise with Workforce Planning and Operations to optimize schedule adherence and shrinkage ? Why Join Us? Be part of a growing, high-performing BPO team focused exclusively on world-class customer experiences Work with leading CX tech and a supportive leadership team Grow your career in a company that values excellence, precision, and collaboration

Location: Durban, ZA

Posted Date: 6/16/2025