Senior Agent Support & Operations Lead

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

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.