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Assistant Manager - MIS/RTA

Company

EXL

Location

cape town, city of cape town metropolitan municipality

Posted

June 23, 2026

Position Overview

Responsibilities

  • 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 p...

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