Travel & Ticketing Sr. Supervisor

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

Job summary

ATI Business Group in Indonesia is seeking a Senior Supervisor to lead our travel operations team across Flight Issuance, Reissuance, Refund Processing, and Customer Support. You will drive process improvements, manage performance, and ensure service excellence for end customers and B2B agents.

You will mentor Supervisors and Travel Consultants, acting as the escalation point for complex issues and collaborating with airlines and agents to deliver effective resolutions.

Qualifications

• Experience leading travel operations teams and ensuring SLA adherence.
• Ability to drive process improvements through data analysis.
• Strong coaching and performance management skills.
• Escalation handling with airlines and travel agents.

Responsibilities

• Lead Travel Consultant and Ticketing operations, ensuring SLA, quality, and productivity.
• Drive operational excellence across Flight Issuance, Reissuance, Refund Processing, and Customer Support functions through data-driven analysis.
• Provide leadership, coaching, and performance management to Supervisors, Travel Consultants, and Ticketing team members.
• Serve as the escalation point for complex travel, ticketing, and customer service issues, partnering with airlines, travel agents, and internal stakeholders to deliver effective resolutions.
• Manage workforce planning, operational reporting, and business reviews to ensure efficient service delivery.

Skills

English communication

Analytical thinking

Stakeholder management

People leadership

Tools

Travelport

Sabre

Amadeus

Job description

Are you an experienced people leader with a strong background in travel operations and a track record of driving operational excellence?

We're looking for a Senior Supervisor to lead our travel operations team across Flight Issuance, Reissuance, Refund Processing, and Customer Support functions. In this role, you'll work closely with the Operations Manager to oversee daily operations, drive process improvements, manage team performance, and ensure service excellence for both end customers and B2B travel agents.

Key Responsibilities

• Lead and oversee Travel Consultant and Ticketing operations, ensuring teams consistently meet service level agreements (SLAs), quality standards, and productivity goals.
• Drive operational excellence across Flight Issuance, Reissuance, Refund Processing, and Customer Support functions through data-driven analysis and continuous improvement initiatives.
• Provide leadership, coaching, and performance management to Supervisors, Travel Consultants, and Ticketing team members, fostering a high-performing and customer-focused culture.
• Serve as the escalation point for complex travel, ticketing, and customer service issues, partnering with airlines, travel agents, and internal stakeholders to deliver effective resolutions.
• Manage workforce planning, operational reporting, business reviews to ensure efficient service delivery and alignment with business objectives.

Is This You?

• Proven experience utilizing Travelport, Sabre, and/or Amadeus to support ticketing, reissuance, refund, and broader travel operations activities.
• Excellent English communication skills, both written and spoken, with the ability to lead discussions, manage escalations, and build strong stakeholder relationships.
• Demonstrated analytical thinking and sound judgment, with the ability to make data-driven decisions, resolve operational challenges, and drive continuous improvement initiatives.

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 1500+ employees providing services to our clients across the globe.