Operation Manager (Mandarin - Call Center)

Agensi Pekerjaan JobScoper Sdn. Bhd.Iskandar Puteri, Johor, Malaysia

16 days ago

Job description

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This range is provided by Agensi Pekerjaan JobScoper Sdn. Bhd.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Responsibility

Oversee daily operations of the e-commerce BPO project, ensuring KPIs, SLAs, and quality standards are consistently met.
Manage and mentor Team Leaders, Supervisors, and support teams.
Monitor team performance and implement improvement plans when necessary.
Develop and execute strategies to enhance operational efficiency and customer satisfaction.
Ensure smooth coordination between different functions : customer service, seller support, logistics, and technical support.
Prepare and present weekly / monthly performance reports to clients and senior management.
Handle escalations from clients and internal teams, providing effective resolutions.
Forecast resource requirements, manage staffing levels, and optimize workforce planning.

Job Requirements

Bachelor's degree in Business Administration, Management, or related field.

5+ years of experience in BPO operations, with at least 2-3 years in a managerial role.

Strong understanding of e-commerce processes, including order management, customer service, seller support, and logistics coordination.

Proven ability to manage large teams.

Excellent leadership, communication, and people management skills.

Strong analytical and problem‑solving skills with data‑driven decision‑making ability.

Proficiency in MS Office, CRM tools, and workforce management systems.

Ability to work under pressure and meet strict SLAs / KPIs.

Can speak in English and Mandarin. Cantonese is a plus.

Willing to relocate work in JB Area.

Job Benefits

Annual leave & Medical leave.

EPF & SOSCO.

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Operation Manager • Iskandar Puteri, Johor, Malaysia