EXL

Assistant Manager - MIS/RTA

EXL  •  Cape Town, ZA (Onsite)  •  9 hours ago
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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
  • 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.
  • 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.

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
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.
EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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