RTA Manager

ABC Worldwide; Durban; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading BPO company in Durban is seeking an RTA Manager with at least 4 years of experience in customer service environments. The role involves managing real-time call center performance and leveraging tools like Amazon Connect and Power BI for operational excellence. Join a team focused on delivering world-class customer experiences.

Benefits

Supportive leadership team

Focus on career growth

Qualifications

• 4+ years experience in RTA in BPO or Call Centre.
• Experience with CX/Customer Service campaigns.
• Strong knowledge of Amazon Connect and advanced analytics skills.

Responsibilities

• Manage real-time performance and agent availability.
• Monitor staffing levels across customer experience campaigns.
• Build reporting using Power BI and Excel for decisions.

Skills

Real-Time Adherence Management

Customer Service Campaign Management

Amazon Connect

Excel

Power BI

Job description

• 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