Customer Support Supervisor

Role of Purposes:

As an Customer Support Supervisor at ATI Business Group, you will play an important role in supporting our operations department by supervising a team responsible for managing 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.

Key Responsibilities:

• 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.

Is this you?

• 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 with minimum 1 year of leadership experience.

• 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.