Overview
We are seeking a proactive and detail-focused Operations Executive – Night Shift to support USA-based client operations from our BPO back-office. This role is essential in ensuring seamless operational continuity during U.S. non-business hours. The ideal candidate will demonstrate strong English communication skills, hands-on experience in remote operations coordination, vendor management, and real-time issue resolution within a fast-paced outsourcing environment.
Night Shift Operations Support
- Monitor and oversee operational activities for U.S.-based client locations during night shift hours.
- Ensure uninterrupted service delivery and respond promptly to operational issues or escalations.
- Coordinate with third-party vendors and service providers for maintenance and operational support.
- Ensure vendor performance aligns with defined SLAs , quality benchmarks, and turnaround times.
- Serve as the primary point of contact for night shift escalations.
- Assess incidents, take corrective action, and escalate to on-call management when necessary.
- Provide timely and accurate updates to internal teams and U.S.-based clients.
Work Order & Ticket Management
- Create, update, monitor, and close work orders or tickets using client or internal systems.
- Maintain thorough and accurate documentation of all actions taken during the shift.
Reporting & Shift Handover
- Prepare comprehensive end-of-shift (EoS) reports detailing incidents, resolutions, pending items, and potential risks.
- Ensure a smooth and structured handover to the day shift operations team.
Compliance, SLA & Cost Control
- Monitor service delivery against contractual SLAs and cost parameters.
- Ensure adherence to client policies, company SOPs, and applicable safety standards.
Stakeholder Communication
- Maintain professional, timely, and effective communication with clients, vendors, and internal stakeholders across different time zones.
Required Skills & Qualifications
- Excellent verbal and written English communication skills.
- Proven experience in operations or support roles within a BPO, KPO, or shared services environment.
- Ability to work independently and manage escalations effectively in a remote or night-shift setup.
- Strong problem-solving, analytical, and decision-making skills under pressure.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related discipline.
- 2+ years of experience in BPO operations, facilities support, NOC, or night shift operations roles.
- Experience working with U.S.-based clients and SLA-driven service delivery models.
- Familiarity with ticketing systems, workflow tools, and incident management processes.
Why Join Level3 BOS
Level3 BOS provides a collaborative, growth-driven work culture that supports continuous learning and career development. This role offers direct exposure to U.S.-based clients and finance teams, delivering valuable experience in global financial operations. You’ll play a key role in ensuring financial accuracy while contributing to process optimization and long-term organizational success.
021-35853669
career@level3bos.com
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