SUMMARY:
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POSITION INFO:
? 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:
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? 4+ years of RTA experience in a BPO or Call Centre environment
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? Experience must be specifically within CX/Customer Service campaigns (non-sales)
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? Must be currently employed or not out of work for more than 2 months
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? Strong working knowledge of Amazon Connect for call routing and real-time data management
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? Advanced Excel and Power BI skills for performance reporting, data dashboards, and real-time analytics
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? Based in Durban and able to work full-time on-site in Umhlanga
? Key Responsibilities:
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Manage real-time call centre performance, adherence, and agent availability
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Monitor queues, intraday staffing, and service levels across CX campaigns
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Leverage Amazon Connect and live dashboards to flag and resolve performance issues proactively
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Build and automate reporting using Power BI and Excel to support operational decision-making
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Liaise with Workforce Planning and Operations to optimize schedule adherence and shrinkage
? Why Join Us?
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Be part of a growing, high-performing BPO team focused exclusively on world-class customer experiences
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Work with leading CX tech and a supportive leadership team
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Grow your career in a company that values excellence, precision, and collaboration
