Agent Support Sr. Supervisor

ATI Business Group; Tangerang; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

ATI Business Group seeks an Agent Support Senior Supervisor Manager to lead a high-performing team supporting our clients' retail operations. You will oversee several team functions, coordinate with clients' retail agents and suppliers via calls and emails, and drive performance and continuous improvement.

The role requires a Bachelor's degree, CEFR C1 English, and proven leadership of 5–10+ staff. Travel-industry experience and strong stakeholder management are highly valued.

Qualifications

• Bachelor's degree from a reputable university
• CEFR C1 English with excellent verbal and written communication
• Experience leading teams of 5–10+ members with coaching
• Customer-facing mindset and strong service orientation
• Strong stakeholder management and relationship-building skills
• Proficient in MS Office with good analytics and reporting abilities
• GDS experience is highly preferred for travel industry roles
• Willing to work a flexible roster to support 24/7 operations

Responsibilities

• Lead, coach, and develop a high-performing operations team with accountability and collaboration
• Oversee day-to-day operations to meet business, operational, and client KPIs
• Manage daily communications with clients about reservations, modifications, escalations, and related concerns
• Review and monitor travel booking itineraries for accuracy and compliance
• Build strong relationships with clients and stakeholders through proactive communication
• Provide coaching on complex reservations and customer service best practices
• Monitor KPIs, SLAs, and quality standards with regular feedback and performance improvement
• Ensure all bookings and processes comply with policies and guidelines
• Analyze performance data to identify trends and drive improvements
• Prepare and present operational reports and business insights for decision-making

Skills

Leadership

English proficiency

Team coaching

Stakeholder management

MS Office

Analytical skills

GDS knowledge

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Role of Purposes

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, and standard procedures
• 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 the ATI Journey

Our aim at ATI Business Group in working with our clients is to support their continued growth by providing cost‑effective technology and talented & scalable people resources on demand. ATI’s singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002, we now have over 1,300 employees providing services to our clients worldwide.