Job Description

Key Responsibilities:

Team Management & Leadership Lead, coach, and motivate a team of associates (e.g., content moderators, customer service agents, operations staff). Conduct regular team meetings, performance reviews, and coaching sessions. Provide guidance, support, and feedback to enhance team productivity and morale. Operations & Performance Monitor daily operations to ensure tasks are completed accurately and within SLA. Track and analyze team KPIs, ensuring performance targets are met or exceeded. Allocate workload, manage schedules, and ensure adequate staffing for peak periods. Quality & Compliance Ensure all work follows company policies, quality standards, and e-commerce platform guidelines. Conduct quality audits and provide corrective actions when necessary. Resolve escalated issues (customer complaints, seller concerns, or policy-related matters). Problem-Solving & Process Improvement Identify process gaps and recommend improvements to enhance efficiency and user experience. Collaborate with cross-functional teams (Compliance, Seller Support, Logistics, Product, etc.) to address operational challenges. Support the implementation of new SOPs, tools, and platform updates. Reporting & Documentation Prepare regular operational reports and insights for management. Maintain accurate records of team performance, attendance, and escalation logs.

Requirements:

Diploma or Bachelor's degree in Business, Management, or related fields. Minimum 2-3 years of experience in e-commerce operations, customer service, content moderation, or a related area. Previous leadership or supervisory experience is preferred. Strong understanding of e-commerce processes and platform operations. Excellent communication, interpersonal, and conflict-resolution skills. Strong analytical thinking and data-driven decision-making abilities. Ability to work under pressure in a fast-paced environment. Flexible with working shifts, weekends, or public holidays if required.

Key Competencies:

Leadership & coaching Problem-solving Decision-making Time and task management Process optimization Communication skills Team collaboration Optional: Benefits Section Competitive salary and performance incentives Medical & insurance coverage Career development and leadership training Hybrid/remote work options (if applicable)
Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM5,000.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person