Senior Agent Support Lead - Global Travel Ops

ATI Business Group; Jakarta Pusat; On-site; IDR 279,000,000 - 446,400,000; Full time

Job summary

ATI Business Group is seeking an Agent Support Senior Supervisor Manager to lead a high-performing team supporting our clients' retail operations. You will oversee several team functions that work with clients' retail agents and communicate with suppliers via phone and email to ensure smooth service delivery.

Your focus will be on coaching, driving performance, and maintaining compliance with client guidelines and SOPs while building strong stakeholder relationships in a global, client-facing

Qualifications

• Bachelor's degree from a reputable university.
• Professional English proficiency (CEFR C1) with strong verbal and written communication skills.
• Experience leading teams of 5–10+ members and coaching talent.
• Customer-centric mindset with client-facing experience.
• Strong stakeholder management and relationship-building skills.
• Proficient in Microsoft Office with reporting capabilities.
• GDS experience in travel industry preferred.

Responsibilities

• Lead, coach, and develop a high-performing operations team.
• Oversee day-to-day operations to meet KPIs and client SLAs.
• Manage communications with clients regarding bookings and issues.
• Review, process, and monitor travel booking itineraries for accuracy and compliance.
• Build and maintain relationships with clients and stakeholders.
• Provide coaching on reservations and best practices.
• Monitor KPIs and provide feedback and improvement plans.
• Ensure compliance with policies and client guidelines.
• Analyze performance data and drive process improvements.
• Prepare operational reports and insights for decision-making.

Skills

Leadership

English proficiency

Stakeholder management

Customer service

Communication

Coaching

GDS experience

Reporting

Travel industry experience

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

Job description

ATI Business Group is seeking an Agent Support Senior Supervisor Manager to lead a high-performing team supporting our clients' retail operations. You will oversee several team functions that work with clients' retail agents and communicate with suppliers via phone and email to ensure smooth service delivery.

Your focus will be on coaching, driving performance, and maintaining compliance with client guidelines and SOPs while building strong stakeholder relationships in a global, client-facing