Customer Support Senior Supervisor

We are looking for a talented individual to join our team as an Operational Leader, where you will lead, mentor and inspire a diverse team of back-office personnel and customer support staff. The ideal candidate will have a proven track in managing large-scale operations, ensuring exceptional customer satisfaction. and driving continuous improvement initiatives within a large organization.

Key Responsibilities:

• Empower Growth: Conduct regular performance evaluations, set KPIs, and offer impactful feedback to enhance the skills and confidence of your team members.
• Drive Efficiency: Develop and implement cutting-edge strategies to optimize day-to-day operations, ensuring maximum efficiency and effectiveness in meeting SLAs.
• Foster Innovation: Continuously identify areas for improvement, implement process enhancements, and leverage data-driven insights to enhance productivity and other SLA metrics.
• Client Relationship Management: Serve as the primary liaison for clients, maintain positive relationships and proactively address their evolving needs and expectations.
• Performance Excellence: Monitor performance metrics and deliver insightful performance reports to senior management and clients.
• Risk Mitigation: Identify potential risks and implement necessary measures to safeguard the company’s operation and uphold data protection policies.

Qualifications

• Bachelor’s Degree in any major or overseas working experience.
• Fluency in English, both written and spoken
• Minimum 1–2 years of experience as a Team Leader in customer service, with experience in handling customers, clients, or vendors overseas.
• Extensive experience leading teams in a multinational corporation with a strong track record in project implementation.
• Previous experience in the travel & aviation industry is preferred but not required.
• Strong leadership and team management skills, with the ability to inspire teams to achieve goals.
• Pleasant personality with excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements.
• Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities.
• Excellent analytical and numerical skills and strong problem-solving abilities.
• Willingness to work shifting schedules (client meetings may occur early morning due to time differences).
• Willing to be placed in either Central Jakarta (Harmoni) office our South Tangerang (BSD) office

Be Part of 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 900 employees providing services to our clients across the globe.