---
title: 'Agent Support Supervisor at ATI Business Group'
canonical: 'https://feeny.ai/job/agent-support-supervisor-ati-business-group-central-jakarta-krbeq829bshv'
type: 'job'
last_seen: '2026-09-08'
---

# Agent Support Supervisor at ATI Business Group

- **Company:** ATI Business Group
- **Location:** Central Jakarta, Indonesia
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-05-21
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/atibusinessgroup/d3f74c93-6aa1-40ce-826a-12c6d27dff7d

## Job description

As an Agent Support Supervisor at ATI Business Group, you will act as the main escalation point for associated handling and email communications with clients' retail agents, as well as calls and emails with clients' suppliers. They will also be responsible for ensuring guideline compliance and providing mentoring to the team. This role will require to have an excellence English spoken and written skills to be able to perform effectively.

## Key Responsibilities

- Oversee and manage daily communications with retail agents regarding reservation inquiries, booking changes, escalations, and travel-related concerns, ensuring timely and professional resolution.
- Supervise and coordinate interactions with suppliers through chat, email, and phone channels to maintain service quality, operational efficiency, and supplier compliance with agreed service standards.
- Review, process, and monitor clients' travel booking itineraries, ensuring accuracy, completeness, and adherence to company policies and supplier requirements.
- Provide guidance and support to team members on complex reservations, operational procedures, and customer service best practices.
- Ensure all booking transactions, documentation, and operational activities are completed in accordance with established procedures, service level agreements (SLAs), and quality standards.
- Monitor team performance against operational metrics, identify areas for improvement, and implement corrective actions when necessary.
- Act as the first point of escalation for reservation-related issues, supplier disputes, system limitations, and service recovery cases.
- Prepare and maintain operational reports, performance updates, and trend analyses to support business decision-making and continuous improvement initiatives.

Is this you?

- Minimum 3 years of working experience in Customer Service, specifically in handling multi channels such as Chat, Email, and Phone Call.
- Capable of multitasking in a fast-paced environment, managing chats, emails, and calls.
- Excellent communication skills in English, both written and spoken.
- Strong analytical and logical thinking skills.
- Ability to work collaboratively with team members and guide them effectively.
- Comfortable working under established guidelines and service standards.
- High attention to detail and accuracy in processing tasks.
- Flexible with working hours to support business needs (shift work arrangement)
- Flexible with the placement (BSD, South Tangerang or Harmoni,Central Jakarta)

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.

## About ATI Business Group

## Company Overview
- **One-liner**: ATI Business Group is a business process outsourcing (BPO) and technology solutions provider specializing in the travel, aviation, and hospitality industries.
- **Entity Type**: Private (no disclosed funding)
- **Headquarters**: Jakarta, Indonesia
- **Founded**: 2001
- **Founders**: David Harsamto (Co-Founder & CFO), with Brad Holman (CEO) leading the commercial side since 2010

## Core Business
- **Primary industries**: Travel, aviation, hospitality, business process outsourcing (BPO), and travel technology
- **Target customers**: Travel agencies, airlines, hotel groups, and other travel/hospitality organizations (B2B, enterprise)
- **Mission / purpose statement**: To help travel, aviation, and hospitality organizations scale with people, processes, and technology that deliver measurable impact.

## Products & Services
- **Fare Filing & Fare Loading**: Managing fare data across multiple Global Distribution Systems (GDS) for airlines and travel sellers.
- **Ticketing & Refund Operations Support**: End-to-end ticketing, reissuance, and refund processing.
- **Finance & Accounting Support Services**: Outsourced accounting, reconciliation, and financial reporting for travel companies.
- **Fare Audit Services**: Auditing fare calculations to ensure accuracy and revenue protection.
- **Business IT Development**: Custom software development and automation solutions (including RPA and AI) for travel operations.
- **Call & Chat Support**: Multilingual customer contact center services for travel and hospitality clients.
- **Client Corporate Finance**: Finance and operations associate roles supporting client back-office functions.

## Market Standing
- **Valuation**: Not publicly available
- **Key metric**: Annual revenue estimated at ~$588K (based on third-party estimates) – note this figure appears low relative to headcount and may not be verified; private company, no official disclosure.
- **Headcount**: 1,034 employees (as of 2026), +8.6% growth YoY
- **Notable clients/partners**: Garuda Indonesia (flagship client for fares management platform), and other airlines, travel agencies, and hospitality brands.
- **Growth signals**: Strong hiring momentum – active job postings grew +141% year-over-year; expanded automation and AI team (hiring Automation & AI Lead, AI Engineer); global footprint across 8 countries.

## Competitive Advantages
- **Deep domain expertise**: Over 20 years focused exclusively on travel and aviation BPO, giving them institutional knowledge of airline pricing, GDS systems, and global distribution.
- **End-to-end service stack**: Covers fare filing, ticketing, refunds, audit, finance, IT development, and contact center – a one-stop shop for travel operations.
- **Scalable offshore model**: Majority of workforce in Indonesia (77%) allows competitive cost structures while maintaining English-language capabilities for global clients.
- **Technology-led transformation**: Investing in automation, AI, and robotic process automation (RPA) to drive efficiency gains for clients.

## Strategic Focus
- **Current priorities**: Scaling automation and AI capabilities (recently posted roles for Automation & AI Lead and AI Engineer), expanding service lines, and deepening relationships with existing travel/hospitality clients.
- **Direction for growth**: Enter new geographies (presence in US, Australia, India, Maldives, Thailand, Poland, Canada); continue to build the ATI Academy for structured talent development; leverage technology to move from pure BPO to technology-enabled services.

## Why Work Here
- **Culture**: Team-driven environment focused on collaboration, clear roles, and measurable impact. Review ratings: 3.6/5 (168 reviews) – work-life 3.6, compensation 3.8, culture 3.6, career 3.2.
- **Work policy**: On-site positions (Central Jakarta and BSD South Tangerang) – currently no remote/hybrid model evident from job postings.
- **Training & growth**: ATI Academy provides structured onboarding and upskilling; employees report clear career paths.
- **Global exposure**: Opportunity to work with international clients across multiple time zones and cultures.
- **Rewards**: Competitive compensation (especially for the local market) and recognition programs.

## Sources
1. [LinkedIn Company Profile](https://linkedin.com/company/ati-business-group)
2. [ATI Business Group official site](https://atibusinessgroup.com/jobs/)
3. [Lever careers page (job listings)](https://jobs.lever.co/atibusinessgroup)
4. [ATI Business Group leadership page](https://atibusinessgroup.com/leadership/)
5. [Craft.co company profile](https://craft.co/ati-business-group)

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