ATI Business Group

Global travel and hospitality BPO services

Agent Support Senior Supervisor

Customer SupportConfirmed live in the last 24 hours

Full-timeJakarta, IndonesiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree from a reputable university is required.
Professional English proficiency at CEFR C1 or higher is required, with the ability to interpret and accurately communicate complex instructions verbally and in writing.
Proven leadership experience managing teams of at least 5–10 members is required, including coaching, developing talent, driving performance, and leading operational initiatives.
Experience in customer-facing roles and a commitment to delivering customer service are required.
Proficiency in Microsoft Office, particularly intermediate Excel, Word, and PowerPoint, is required, along with analytical and reporting capabilities.
Availability to work a flexible roster, including shifts supporting 24/7 operations, is required.

Responsibilities

Lead, coach, and develop an operations team, fostering accountability, collaboration, and continuous improvement.
Oversee daily team operations to ensure efficient service delivery and achievement of business, operational, and client key performance indicators.
Manage daily client communications about reservation inquiries, booking modifications, escalations, and travel-related concerns, resolving them in a timely, accurate, and professional manner.
Review, process, and monitor travel booking itineraries for accuracy, completeness, and compliance with client requirements, company policies, and supplier guidelines.
Build and maintain client and stakeholder relationships through regular communication, proactive issue resolution, and stakeholder management.
Provide team members with coaching and operational guidance on complex reservations, customer service, operational procedures, and best practices.
Monitor individual and team performance against key performance indicators, service-level agreements, and quality standards; provide regular feedback, coaching, and performance improvement plans as needed.
Ensure booking transactions, documentation, and operational processes comply with company policies and client guidelines.
Analyze operational performance, identify trends and process improvement opportunities, and implement initiatives to improve productivity, service quality, and customer experience.
Prepare and present operational reports, performance metrics, and business insights to support decision-making and operational excellence.

Desired Qualifications

Experience in the travel industry, particularly with Global Distribution Systems, is highly preferred.

Do you have strong leadership skills and excellent English communication abilities? We're looking for an Agent Support Senior Supervisor Manager to lead a high-performing team supporting our clients' retail operations.

In this role, you will oversee a team of several team functions who work closely with clients' retail agents and communicate with suppliers through phone calls and emails. You will drive team performance, ensure compliance with client guidelines and operational standards, provide coaching and mentoring to your team, and foster a culture of continuous improvement. As this is a client-facing role in a global environment, exceptional spoken and written English skills are essential to communicate effectively and build strong stakeholder relationships.

Is This You?

Bachelor's degree from a reputable university
Professional English proficiency (minimum CEFR C1) with excellent verbal and written communication skills, including the ability to interpret and communicate complex instructions accurately.
Proven leadership experience managing teams of minimum 5–10 or more members, with a demonstrated ability to coach, develop talent, drive performance, and lead operational initiatives.
Customer-centric mindset with experience in customer-facing roles and a strong commitment to delivering exceptional service.
Professional and confident communicator with excellent stakeholder management and relationship-building skills.
Proficient in Microsoft Office, particularly Excel (intermediate level), Word, and PowerPoint, with strong analytical and reporting capabilities.
Experience in the travel industry, particularly working with Global Distribution Systems (GDS), is highly preferred.
Willing to work on a flexible roster, including shifts required to support a 24/7 operation.

Key Responsibilities?

Lead, coach, and develop a high-performing operations team by fostering a culture of accountability, collaboration, and continuous improvement.
Oversee the day-to-day operations of the team, ensuring efficient service delivery and the achievement of business, operational, and client KPIs.
Manage daily communications with clients' regarding operational matters such as:reservation inquiries, booking modifications, escalations, and travel-related concerns, ensuring timely, accurate, and professional resolution.
Review, process, and monitor travel booking itineraries to ensure accuracy, completeness, and compliance with client requirements, company policies, and supplier guidelines.
Build and maintain strong relationships with clients and key stakeholders through regular communication, proactive issue resolution, and effective stakeholder management.
Provide coaching and operational guidance to team members on complex reservations, customer service excellence, operational procedures, and best practices.
Monitor individual and team performance against established KPIs, SLAs, and quality standards, providing regular feedback, coaching, and performance improvement plans where required.
Ensure all booking transactions, documentation, and operational processes comply with company policies, client guidelines,
Analyze operational performance, identify trends and process improvement opportunities, and implement initiatives to enhance productivity, service quality, and customer experience.
Prepare and present operational reports, performance metrics, and business insights to support decision-making and continuous operational excellence.

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

About the Company

ATI Business Group

Global travel and hospitality BPO services

ATI Business Group provides global business process management, technology, and services for the travel and hospitality sector. It works by delivering cost-effective technology and scalable talent on demand, offering more than 100 disciplines such as Fare Loading, Ticketing, land and cruise travel distribution, fare auditing, finance and accounting, Robotic Process Automation, and travel technology across the travel ecosystem. It differentiates itself by specializing exclusively in travel and hospitality, building close client partnerships with trust, clear communication, and high-quality deliverables, supported by a global footprint. Its goal is to help clients grow and improve outcomes for their customers by providing capable technology and talent.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Jakarta, Indonesia
Founded: 2001

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