Operation Officer

Description

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.

Key Responsibilities

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.
  
  

Client & Vendor Coordination

• 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.
  
  

Incident & Escalation Management

• 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.

Timing: 8:00 PM – 5:00 AM