Agent Support Supervisor
ATI Business Group
- Central Jakarta, IndonesiaCentral Jakarta, DKI Jakarta, IndonesiaCentral JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Posted a day ago and deadline of application is on 31 May
Recruiter was hiring 4 days ago
2026-04-02T03:29:06.930877+00:002026-05-31T17:00:00+00:00Job Description
- 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.
Minimum Qualifications
- Proven experience in a supervisory or team leader role, preferably in the travel, BPO, or customer service industry.
- Minimum 3 years of working experience in Customer Service
- 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.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Central Jakarta, DKI Jakarta, Indonesia
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About ATI Business Group
ATI Business Group is a Global Business Process Management, Technology and Services Company. Our Clients’ businesses are on remarkable journeys as they strive to deliver the best possible outcomes for their customers. Our aim at ATI in working with our Clients’, is to support their continued growth by providing cost effective technology and talented and 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 with a single discipline of Fare Loading the business has grown today to supporting over 100+ independent work disciplines including Ticketing, Land and Cruise Travel Distribution, Fare Auditing, Finance and Accounting, Robotic Process Automation and Travel Technology.
We believe our success has only been achieved by always listening carefully to our Clients’ business needs and by building an effective working partnership based on trust, quality deliverables, responsiveness and efficient communication. For further information on what makes ATI different, please log on to http://atibusinessgroup.com