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

ATI Business Group

We are seeking a talented individual to join our team as a Customer Service Team Leader. As the leader of a team of 15 members, you will play a critical role in guiding, mentoring, and inspiring a diverse group of back-office personnel and customer support staff. The ideal candidate will have a proven track record in customer-facing roles, exceptional customer satisfaction, and a history of driving continuous improvement initiatives within an organization.

Key Responsibilities:

<ul>
	<li>Lead, coach, and evaluate a team of 15 customer support staffs, conducting regular performance evaluations and providing constructive feedback to foster growth and development.</li>
	<li>Design and implement innovative strategies to optimize daily operations, ensuring high efficiency and effectiveness in meeting Service Level Agreements (SLAs).</li>
	<li>Continuously identify areas for improvement, implement process enhancements, and use data-driven insights to improve productivity and meet SLA metrics.</li>
	<li>Act as the primary point of contact for clients, maintaining strong relationships and proactively addressing their needs and expectations.</li>
	<li>Monitor performance metrics and generate detailed reports for senior management and clients to ensure operational excellence.</li>
	<li>Identify and mitigate potential risks, ensuring compliance with data protection policies and other operational safeguards.</li>
</ul>

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Customer Service Team Leader