Operations Executive – (Night Shift)

We are hiring a proactive and detail-oriented Operations Executive – Night Shift to support USA-based client operations from our BPO back-office. This role is critical in ensuring uninterrupted operational support during US non-business hours. The position requires strong English communication skills, experience in remote operations coordination, vendor interaction, and real-time issue resolution in a fast-paced outsourcing environment.

Key ResponsibilitiesNight Shift Operations Support:

• Monitor and manage operational activities for US-based client facilities during night hours.
• Ensure smooth continuity of operations and immediate response to operational issues or escalations.

Client & Vendor Coordination:

• Coordinate with third-party vendors and service providers for maintenance or operational requirements.
• Ensure vendor deliverables meet defined SLAs, quality standards, and turnaround times.

Incident & Escalation Management:

• Act as the first point of contact for night shift escalations.
• Assess issues, take corrective action, and escalate to on-call managers when required.
• Provide timely status updates to internal teams and US-based clients.

Work Order & Ticket Management:

• Create, update, track, and close tickets/work orders using client or internal systems.
• Maintain accurate documentation of actions taken during the shift.

Reporting & Shift Handover:

• Prepare detailed end-of-shift (EoS) reports summarizing incidents, resolutions, pending tasks, and risks.
• Ensure smooth transition and handover to the day shift operations team.

Compliance, SLA & Cost Control:

• Monitor service delivery against contractual SLAs and budget expectations.
• Ensure compliance with client policies, company SOPs, and safety standards.

Stakeholder Communication:

• Maintain professional and timely communication with clients, vendors, and internal stakeholders across time zones.

Required Skills & Qualifications:

• Excellent English communication skills (verbal and written).
• Proven experience handling operations or support functions in a BPO / KPO / shared services environment.
• Ability to manage tasks and escalations independently in a remote/night-shift setup.
• Strong problem-solving and decision-making skills under pressure.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 2+ years of experience in BPO operations, facilities support, NOC, or night shift operations.
• Experience working with US clients and understanding SLA-driven service delivery.
• Familiarity with ticketing systems, workflow tools, and incident management processes.

Job Type: Full-time

Work Location: In person