Assistant Manager - MIS/RTA at EXL South Africa

Job 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

Responsibilities

• Manage, maintain, and continuously enhance MIS and performance reporting requirements for the campaign. Design and deliver dashboards, scorecards, and presentation decks for business reviews and leadership meetings. 
• Automate recurring reports using basic automation techniques to improve efficiency and accuracy. 
• Perform basic data analysis, identify trends and gaps, and provide actionable recommendations to improve KPIs. 
• Ensure data integrity, consistency, and timely delivery of reports across stakeholders. 
• Communicate insights, risks, and performance updates effectively to internal and external customers. 
• Partner with Operations, WFM, and clients to support data-driven decision-making.

Qualifications

• Very proficient with Microsoft Excel.
• Ability to scrub, dissect and visualize data; create customized reports.
• Power Platform -Power Automate and Power BI
• Office 365 – MS Office, Forms, SharePoint.
• Experience on different telephony and WFM platforms.
• 2+ year of analysis and reporting experience.
• Team Management.
• Data visualization and storytelling.
• Any amount of experience in programming (VBA or SQL) is a plus.