Customer Support Senior Lead

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:

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

Qualifications:

1. Bachelor’s Degree in any major or overseas working experience.
2. Proficient in English, both written and spoken, with a minimum C1 level; fluency in spoken English is essential.
3. Minimum 1–2 years of experience as a Team Leader in customer service, with experience in handling customers, clients, or vendors overseas.
4. Extensive experience leading teams in a multinational corporation with a strong track record in project implementation.
5. Previous experience in the travel & aviation industry is preferred but not required.
6. Strong leadership and team management skills, with the ability to inspire teams to achieve goals.
7. Pleasant personality with excellent communication and interpersonal skills.
8. Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements.
9. Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities.
10. Excellent analytical and numerical skills (logic score above 90) and strong problem-solving abilities.
11. Willingness to work shifting schedules (client meetings may occur early morning due to time differences).
12. Willing to work from the office 100%.

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.