Backline OutSourcing
Backline OutSourcing is a global BPO partner that helps businesses scale operations by providing customer support, back-office operations, and finance operations support. They build and manage customer support and back-office operations with trained teams, proven workflows, and real-time reporting to help companies operate globally without hiring globally.
After Hours Support
- Pay
- ₦400,000to₦600,000
- Experience
- 1–3 years
- Work type
- Remote - sole on-shift operator covering North American EST hours (4:30 PM – 11:30 PM WAT equivalent)
- Location
- Abuja, Nigeria
Backline OutSourcing is hiring an After Hours Support Coordinator to keep a Canadian healthcare staffing operation running smoothly after the primary team signs off. You'll be the sole on-shift presence - the calm, organised professional who triages urgent calls, manages inboxes, and hands over a clean report every night. If you thrive working independently and take pride in zero-miss accuracy, this role was built for you.
Your Mission
- 01Monitor and respond to all after-hours email inboxes within defined SLA windows
- 02Answer inbound calls, triage urgency, and escalate emergencies following set procedures
- 03Complete a thorough, accurate shift handover report at the close of every shift
- 04Verify reimbursement submissions for completeness and flag discrepancies to Payroll
- 05Research and source travel options for healthcare professionals, escalating approvals appropriately
- 06Update internal records, tracking logs, and administrative documents throughout the shift
What You Bring
Must-have
Calm escalation judgment under pressureProfessional inbound call handlingPolished written English - client-ready with no editingShift handover documentation disciplineIndependent after-hours decision-making within defined authorityEmail inbox management and SLA adherence
Nice-to-have
Healthcare staffing or recruitment exposureCanadian or North American BPO experienceTravel sourcing or booking experienceReimbursement or expense-check experienceFamiliarity with Canadian time zones and workplace culture
Tools:Microsoft Outlook, Microsoft Excel, Slack / Microsoft Teams, VoIP / softphone system, Applicant Tracking System (ATS), Google Workspace, Travel booking platform (e.g., Concur)
The Non-Negotiables
- Cannot stay calm and composed when handling urgent or emergency calls solo
- Produces incomplete or delayed shift handover reports
- Requires supervision to decide when to escalate a serious issue
- Unavailable or unreliable during scheduled EST shift hours
Culture
The Purpose of This Role
To provide uninterrupted first-level administrative and client support for a Canadian healthcare staffing organisation during hours when its primary team is offline, ensuring no urgent matter goes unaddressed.
To provide uninterrupted first-level administrative and client support for a Canadian healthcare staffing organisation during hours when its primary team is offline, ensuring no urgent matter goes unaddressed.
If this speaks to you…
Backline OutSourcing
Backline OutSourcing is a global BPO partner that helps businesses scale operations by providing customer support, back-office operations, and finance operations support. They build and manage customer support and back-office operations with trained teams, proven workflows, and real-time reporting to help companies operate globally without hiring globally.
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After Hours Support
- Pay
- ₦400,000to₦600,000
- Experience
- 1–3 years
- Work type
- Remote - sole on-shift operator covering North American EST hours (4:30 PM – 11:30 PM WAT equivalent)
- Location
- Abuja, Nigeria
Backline OutSourcing is hiring an After Hours Support Coordinator to keep a Canadian healthcare staffing operation running smoothly after the primary team signs off. You'll be the sole on-shift presence - the calm, organised professional who triages urgent calls, manages inboxes, and hands over a clean report every night. If you thrive working independently and take pride in zero-miss accuracy, this role was built for you.
Your Mission
- 01Monitor and respond to all after-hours email inboxes within defined SLA windows
- 02Answer inbound calls, triage urgency, and escalate emergencies following set procedures
- 03Complete a thorough, accurate shift handover report at the close of every shift
- 04Verify reimbursement submissions for completeness and flag discrepancies to Payroll
- 05Research and source travel options for healthcare professionals, escalating approvals appropriately
- 06Update internal records, tracking logs, and administrative documents throughout the shift
What You Bring
Must-have
Calm escalation judgment under pressureProfessional inbound call handlingPolished written English - client-ready with no editingShift handover documentation disciplineIndependent after-hours decision-making within defined authorityEmail inbox management and SLA adherence
Nice-to-have
Healthcare staffing or recruitment exposureCanadian or North American BPO experienceTravel sourcing or booking experienceReimbursement or expense-check experienceFamiliarity with Canadian time zones and workplace culture
Tools:Microsoft Outlook, Microsoft Excel, Slack / Microsoft Teams, VoIP / softphone system, Applicant Tracking System (ATS), Google Workspace, Travel booking platform (e.g., Concur)
The Non-Negotiables
- Cannot stay calm and composed when handling urgent or emergency calls solo
- Produces incomplete or delayed shift handover reports
- Requires supervision to decide when to escalate a serious issue
- Unavailable or unreliable during scheduled EST shift hours
Culture
The Purpose of This Role
To provide uninterrupted first-level administrative and client support for a Canadian healthcare staffing organisation during hours when its primary team is offline, ensuring no urgent matter goes unaddressed.
To provide uninterrupted first-level administrative and client support for a Canadian healthcare staffing organisation during hours when its primary team is offline, ensuring no urgent matter goes unaddressed.
If this speaks to you…
After Hours Support