Shift Operations Manager (12 AM – 8 AM)

Job Description

Title: Shift Operations Manager (12 AM – 8 AM)

Company Name: Ace Corp

Vacancy: 1

Age: At most 35 years

Job Location: Dhaka (GULSHAN 2)

Salary: Tk. 25000 - 30000 (Monthly)

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Consulting Firms, Group of Companies
• Freshers are also encouraged to apply.

• Bachelor/Honors

• At least 2 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Consulting Firms, Group of Companies
• Freshers are also encouraged to apply.

• Age At most 35 years

Key Responsibilities

1. Team & Shift Management

• Ensure all agents report on time, complete their shift properly, and follow attendance guidelines.

• Monitor agent productivity and maintain discipline throughout the shift.

• Conduct quick shift briefings and communicate important updates to the team.

• Maintain real-time oversight of service delivery and workflow.

2. Operational Coordination

• Oversee the day-to-day running of operations during the shift.

• Prepare shift handover notes and ensure smooth communication with the next shift.

• Maintain shift logs, reports, and incident documentation accurately.

• Conduct regular checks to ensure all tasks are completed according to client expectations.

3. Client Liaison & Reporting

• Coordinate directly with international clients regarding schedules, shift plans, and updates.

• Share timely reports and escalation updates with clients and internal management.

• Ensure shift operations are aligned with client KPIs and service standards.

4. Technical/IT Support

• Handle basic IT troubleshooting (headset issues, login errors, system slowness, connectivity checks).

• Coordinate with internal IT team for escalated technical issues.

• Ensure all workstations and systems are ready before the shift starts.

5. Logistics & Administrative Support

• Manage night-shift logistics (transport coordination, desk readiness, facility checks).

• Ensure security protocols are followed during the night shift.

• Track resource availability and coordinate with admin/HR for requirements.

6. Recruitment Assistance

• Assist HR in identifying and hiring night-shift agents.

• Coordinate interviews, assessments, and onboarding activities for the night shift.

• Provide performance feedback to support training and development.

Requirements

Educational Requirements:

• Bachelor’s degree preferred (any discipline).

Experience Requirements:

• Experience in BPO operations /shift management.

• Experience handling international clients is an added advantage.

• Basic IT troubleshooting experience is preferred.

Additional Requirements:

• Excellent English communication skills.

• Strong leadership and team management capability.

• Quick decision-making and ability to remain calm under pressure.

• Strong sense of ownership, accountability, and reliability.

• Comfortable working a fixed night shift (12 AM – 8 AM).

Employment Status: Full-time

Working Days: 6 days per week

Workplace: Office (North Gulshan)