Operation Manager (E-Commerce) - Mandarin

Agensi Pekerjaan JobScoper Sdn. Bhd.; Nusa Jaya; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company in BPO operations in Nusa Jaya is seeking a skilled manager to oversee daily operations of their e-commerce project. Responsibilities include managing teams, improving operational efficiency, and ensuring quality standards are met. Candidates should have a Bachelor’s degree, at least 5 years of BPO experience, and strong leadership skills. Proficiency in English and Mandarin is necessary.

Benefits

Annual leave

Medical leave

EPF

SOSCO

Qualifications

• 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 and customer service.
• Proven ability to manage large teams.

Responsibilities

• Oversee daily operations of the e-commerce BPO project.
• Manage and mentor Team Leaders and Supervisors.
• Monitor team performance and implement improvement plans.

Skills

Team management

Analytical skills

Leadership

Communication

Problem-solving

E-commerce process understanding

Proficiency in MS Office

Proficiency in CRM tools

Proficiency in workforce management systems

English proficiency

Mandarin proficiency

Education

Bachelor’s degree in Business Administration or Management

Tools

MS Office

CRM tools

Workforce management systems

Job description

Job Responsibilities

• 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 English and Mandarin. Cantonese is a plus.
• Willing to relocate to the JB Area.

Job Benefits

• Annual leave & Medical leave.
• EPF & SOSCO.