After Hours Support at Tezera

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

• Monitor and respond to all after-hours email inboxes within defined SLA windows
• Answer inbound calls, triage urgency, and escalate emergencies following set procedures
• Complete a thorough, accurate shift handover report at the close of every shift
• Verify reimbursement submissions for completeness and flag discrepancies to Payroll
• Research and source travel options for healthcare professionals, escalating approvals appropriately
• Update internal records, tracking logs, and administrative documents throughout the shift

WHAT YOU BRING

Must-have:

• Calm escalation judgment under pressure
• Professional inbound call handling
• Polished written English - client-ready with no editing
• Shift handover documentation discipline
• Independent after-hours decision-making within defined authority
• Email inbox management and SLA adherence

Nice-to-have:

• Healthcare staffing or recruitment exposure
• Canadian or North American BPO experience
• Travel sourcing or booking experience
• Reimbursement or expense-check experience
• Familiarity 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)

PURPOSE: 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.

Work Schedule: Remote - sole on-shift operator covering North American EST hours (4:30 PM - 11:30 PM WAT equivalent)