Agent Support Supervisor

As an Operations Team Leader at ATI Business Group, you will play an important role in supporting our operations department by supervising a team responsible for managing live booking amendments, creating VCCs, and confirming travel bookings. This role requires strong leadership, problem-solving, and communication skills to ensure efficient operations and exceptional service quality.

To oversee and support the team in handling live booking processes and supplier communications while maintaining high accuracy, service quality, and compliance with operational standards. This role ensures seamless workflows, effective issue resolution, and achievement of KPIs and SLAs.

• You will supervise and support a team of agents responsible for handling multiple live chats from retail agents regarding their travel reservations.

• You will manage email, chat, and voice communications with suppliers.

• You will oversee the processing and confirmation of clients travel booking itineraries with high accuracy.

• You will ensure team members follow detailed instructions and adhere to operational guidelines.

• You will monitor and maintain service quality to meet or exceed team KPIs and SLAs.

• You will provide coaching, mentoring, and performance feedback to team members.

• You will identify workflow issues or system limitations and escalate them promptly to stakeholders.

• You will collaborate with other departments to ensure smooth operational processes and client satisfaction.

• You will generate periodic reports on team performance, productivity, and incident management.

• Proven experience in a supervisory or team leader role, preferably in the travel, BPO, or customer service industry.

• Excellent communication skills in English, both written and spoken.

• Strong analytical and logical thinking skills.

• High attention to detail and accuracy in processing tasks.

• Flexible with working hours to support business needs.

• Ability to work collaboratively with team members and guide them effectively.

• Capable of multitasking in a fast-paced environment, managing chats, emails, and calls simultaneously.

• Comfortable working under established guidelines and service standards.

• Nice to have: Prior experience in customer service or travel-related support roles.

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. ATIs 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.

Information :

• Company : ATI Business Group
• Position : Agent Support Supervisor
• Location : Jakarta
• Country : ID