Assistant Manager - MIS/RTA at EXL Talent Acquisition Team

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

24 Aug, 26

Salary

0.0

Posted On

26 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Microsoft Excel, Data Analysis, Problem Solving, Team Management, Data Visualization, Communication, Critical Thinking, Interpersonal Skills, Scheduling, Performance Monitoring, Root Cause Analysis, Process Improvement, Telephony Platforms, WFM Platforms, Power BI, Power Automate

Industry

Business Consulting and Services

Description

* Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail * Solid critical thinking, problem solving, and interpersonal skills * Demonstrates ability to give and receive feedback with peers and business partners * Ability to work independently with minimal supervision * Must demonstrate sound arithmetic, analytical and problem solving ability. * Ability to adapt to workload and multitask with attention to detail in a dynamic environment. * Excellent verbal, written and comprehension skills * Lead and coach the RTA team to ensure effective real-time monitoring, adherence management, and intraday control * Monitor call volumes, AHT, shrinkage, and agent availability to proactively mitigate SLA risks * Take real-time corrective actions such as skill reallocation, overtime, VTO/VOL, and schedule adjustments * Act as the primary point of contact for Operations, WFM, and stakeholders during intraday performance issues * Ensure accurate real-time adherence tracking and timely communication of deviations to leadership * Analyze intraday trends and provide alerts, forecasts, and recommendations to optimize performance * Maintain high data accuracy and governance across real-time dashboards and MIS reports * Support root cause analysis for SLA misses and drive continuous improvement initiatives * Prepare and share intraday, EOD, and performance summary reports with actionable insights * Drive process improvements, standard operating procedures, and best practices within the RTA function EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com [http://www.exlservice.com/]. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

Responsibilities

The Assistant Manager - MIS/RTA is responsible for managing real-time operations, workforce performance, and MIS reporting to ensure service level targets are met. This includes analyzing data, monitoring staffing and productivity, and leading the RTA team to provide actionable insights.