About the Role
We are seeking an experienced BPO Manager with strong Mandarin language proficiency to lead and manage our e-commerce customer service operations. The ideal candidate will have a proven track record in handling teams under 100 seats, delivering operational excellence, and driving customer satisfaction in a fast-paced e-commerce environment.
Key Responsibilities
- Lead and manage day-to-day operations of the e-commerce customer service team (inbound, outbound, live chat, and email support).
- Manage a workforce of up to 100 FTEs, ensuring consistent achievement of KPIs and SLAs.
- Communicate effectively in Mandarin, English, and Bahasa Malaysia to manage both team members and client requirements.
- Drive continuous improvements in process efficiency, quality, and customer experience.
- Prepare performance reports and business reviews for internal and external stakeholders.
- Conduct training, coaching, and mentoring to build a high-performing team.
- Collaborate with clients and internal departments to align operational strategies with business goals.
- Oversee workforce planning, scheduling, and attrition management.
- Ensure compliance with company policies, client requirements, and data security standards.
Requirements
- Bachelor's degree in Business Administration, Management, or related field (MBA preferred).
- Fluent in Mandarin (spoken & written) essential requirement.
- Minimum 2+ years of BPO operations management experience, preferably within the e-commerce sector.
- Proven experience managing teams under 100 seats.
- Strong leadership, stakeholder management, and people development skills.
- Analytical mindset with problem-solving and decision-making ability.
- Proficiency in MS Office and CRM/Contact Center tools.
- Willingness to work in a dynamic, fast-changing environment, including shift flexibility.
