Senior Agent Support Leader - Global, 24/7

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

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.