Real-Time Manager (RTM) - Durban, South Africa

WE'RE HIRING | CUSTOM CONNECT BPO

Real-Time Manager

Durban, South Africa - On-Site - Workforce Management

The Role

We're looking for a brilliant people manager to lead our Real-Time Analyst (RTA) team from our Durban office. You'll be responsible for a team of 13 RTAs on-site in South Africa plus 4 RTAs in Suriname, ensuring that our contact centre operations run smoothly across a wide portfolio of accounts.

This isn't a role for someone who wants to sit behind a dashboard all day. It's for someone who gets energised by developing people, building trust, and making things happen in real time. WFM knowledge is a bonus -- but what we really need is a leader who cares about their team and knows how to manage demanding stakeholders across different cultures and time zones.

What You'll Do

· Lead and coach your RTA team day-to-day -- giving real-time feedback, building skills, and creating a team that's confident to make decisions without you looking over their shoulder.

· Own stakeholder relationships across account managers in the Netherlands, South Africa, and Suriname.

· Oversee real-time performance across all accounts -- service levels, adherence, and intraday adjustments -- with support from smart automation.

· Build individual development plans and make your team genuinely better, month on month.

· Be the calm in the storm -- keeping everything running and everyone informed when volumes spike or plans change.

About You

You're a natural people developer. Your team comes to you because they trust you, not because they have to.

· You've led teams of 5+ people in a busy operational environment and have a strong track record of developing people.

· You're emotionally intelligent -- you can read a room, handle difficult conversations well, and keep morale high under pressure.

· You're a clear, confident communicator who can manage up, down, and sideways -- including with senior stakeholders across different countries.

· You're data-comfortable: you can read a performance dashboard and coach from it without needing to be a data analyst.

· You have an interest in workforce management -- you don't need years of WFM experience, but you need to find it genuinely interesting and be keen to learn.

Bonus Points

· Contact centre or BPO background.

· Familiarity with WFM tools like Injixo, Verint, or similar.

· Experience managing across multiple sites or time zones.

About Custom Connect

Custom Connect is a BPO specialising in contact centre services -- inbound, outbound, chat, email, and back-office -- across sales, marketing, debt, customer service, and technical support. We serve clients across the Netherlands, South Africa, and Suriname and pride ourselves on being a tech-forward operation. From automated adherence alerts to real-time Injixo scheduling, we build smart systems so our people can focus on what actually matters.

This role reports to our South Africa WFM Manager (dotted line to our NL WFM Manager), who report to the CIO. You'll be joining a team that takes WFM seriously and gives it the seniority and resourcing it deserves.

Why Apply?

· A genuine leadership role with real impact -- you'll own the development of a 17-person team.

· Exposure to a multi-country, multi-account operation with interesting complexity.

· A supportive management structure and a WFM function that's well-resourced and valued.

· The chance to build WFM knowledge in a practical, hands-on environment.

Sound like you?

Apply now with your CV and a short cover letter telling us about a time you developed someone on your team and what happened as a result.