Agent Support Sr. Supervisor

ATI Business Group; Tangerang Selatan; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

ATI Business Group is seeking an Agent Support Senior Supervisor Manager in Indonesia to lead a high-performing team supporting clients' retail operations. You will oversee a multi-function team, coach staff, and ensure compliance with client guidelines to deliver exceptional service.

Excellent English, strong leadership, and stakeholder management are essential. The role requires experience with travel bookings, GDS, and a flexible 24/7 roster in a customer-centric environment.

Qualifications

• Bachelor's degree from a reputable university.
• Professional English proficiency (CEFR C1) with excellent verbal and written communication.
• Proven leadership experience managing teams of 5–10+ members, coaching and driving performance.
• Customer-centric mindset with experience in customer-facing roles and delivering exceptional service.
• Strong stakeholder management and communication skills.
• Proficient in MS Office, especially Excel (intermediate), Word and PowerPoint; analytical/reporting abilities.
• Experience with Global Distribution Systems (GDS) is highly preferred.
• Willing to work a flexible roster including 24/7 operation.

Responsibilities

• Lead, coach, and develop a high-performing operations team with a culture of accountability and continuous improvement.
• Oversee day-to-day operations and ensure service delivery meets KPIs and client guidelines.
• Manage daily client communications on bookings, modifications, escalations, and travel concerns with timely resolution.
• Review and monitor travel itineraries for accuracy and compliance with policies and supplier guidelines.
• Build strong client relationships through proactive communication and stakeholder management.
• Provide coaching on complex reservations, customer service excellence, and procedures.
• Monitor KPIs/SLAs and provide feedback, coaching, or performance improvements as needed.
• Ensure all bookings and processes comply with company policies and client guidelines.
• Analyze performance, identify trends, and implement initiatives to improve productivity and customer experience.
• Prepare and present operational reports and insights to support decision-making.

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.
• 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.