Andile Sithole

Lead performance management strategies across the customer support and travel operations teams, ensuring service excellence and continuous improvement. •⁠ ⁠Monitor KPIs, call quality, and agent efficiency to drive customer satisfaction and operational consistency. •⁠ ⁠Collaborate with leadership to identify training needs, skill gaps, and process enhancements. •⁠ ⁠Design and implement performance improvement plans (PIPs) and coaching frameworks tailored to individual and team goals. •⁠ ⁠Analyse reporting dashboards and metrics to provide actionable insights to managers and stakeholders. •⁠ ⁠Facilitate feedback loops between QA, operations, and support to promote service innovation and frontline engagement. •⁠ ⁠Champion employee recognition and development programs to boost morale and productivity. •⁠ ⁠Support recruitment, onboarding, and mentorship of high-performing agents aligned with brand values.

Lead and managed a team of call centre agents to meet and exceed performance targets. Implement coaching and mentoring programs to develop future leaders. Oversee operations and ensure alignment with organizational goals, including KPI tracking and cost management. Spearheaded initiatives that resulted in improved service levels and reduced operational costs. Expert in the BPO space and fostering client relationship

Managed large teams within the call centre operations, ensuring that service delivery met industry standards. Oversaw budgeting, forecasting, and cost management for the department, achieving significant cost savings. Conducted performance evaluations, staff training, and leadership development. Led the team through restructuring, maintaining operational efficiency amidst organizational changes. Developed key strategies to enhance service levels and improve customer satisfaction.

Successfully increased employee retention by creating positive working environment • Administered daily operations of the call Centre and back office through monitoring and driving performance through stats Monitored the adherence of service levels and Quality Assure all incoming calls and back-office performance Formulated business strategies that will ensure seamless operational running of the Contact Centre. Aligned Group strategy with that of the business unit strategy and effectively communicate with the team Directed and managed recruitment/training/ and staff development initiatives to maximize productivity and revenue generating through development of staff members Responsible to monitor contract management with Stakeholders Review contracts during year end, and communicate new metrics to the Trade Automated manual processes, which were becoming tedious to the business

Ensured the team delivers Superior Customer Service telephonically, focusing on providing (one stop shop) service. Maintained the specified Call Centre Service Requirements Lead a team of Customer Service agents always ensuring that the team delivers accurate and superior service to both internal and external customers Prepared for the team’s PDPs and schedule training and identified training gaps, for each team member, managed annual and sick leave • Compiled reports on Weekly, Monthly stats to management Be responsible and accountable for any decisions that you make, or your team makes that will negatively or positively impact on the team internal or external customers. Participated in ways in which to retain and generate incremental revenue, through new business initiatives and team activities Communicate new initiatives and drove and supported campaigns to increase revenue for each channel Provided feedback to Management on customer trends and needs required to improve customer service delivery

Responsible for answering calls received from (Retail, Corporate and Government Channels) according to the specified company standards. Provided excellent customer service, knowledge sharing to all customers supported by the Retail, Corporate and Government travel partners. Provided timeous problem resolution with all enquiries received Liaised, daily with support departments on behalf of all Retail, Corporate and Government channels, support departments i.e., Reservations Support, Revenue Management, Codeshare Support, Pricing and Policy, System fares, Refunds etc. Assist with general ticketing queries Ensured that all Quality Assurance is maintained according to set performance standards and metrics stipulated. Gave regular feedback to Team Leader and Manager and fellow team members on daily and intermittent challenges that may positively or negatively impact operations.