Key Responsibilities:

• Lead the Sylhet CX team supporting remittance customers via calls, WhatsApp, chat, and email
• Ensure empathetic, accurate and timely issue resolution
• Monitor KPIs (response time, call quality, ticket closure, CSAT) and prepare reports
• Recruit, train, mentor and schedule agents for effective 24/7 coverage
• Handle complex escalations related to transaction failures, refunds, compliance or fraud
• Foster effective cross-functional communication and collaboration among teams
• Maintain full compliance with KYC, AML, and internal SOP requirements.
• Build customer relationships and educate users on processes
• Support product launches, campaigns and CX improvement initiatives

Requirements:

• Bachelor’s degree in Business, Finance, Economics, or a related field
• Minimum 6 – 8 years of experience in CX preferably in remittance or financial operations
• Strong communication skills in English, Bangla, and Sylheti
• Strong problem-solving skills and effective escalation handling
• Experience with CRM, ticketing, VoIP systems (CallHippo/Freshdesk/Zendesk) and MS Office
• Comfortable with evening/night or rotating shifts for 24/7 operations
• Strong leadership mindset with ownership and accountability
• Willingness to learn remittance regulations, SOPs, and compliance requirements

Salary:

• BDT- 40,000 – 50,000/ (based on experience)

Location:

• Sylhet

How to Apply:

Interested candidate send your resume to “faiza@ikigaihrbd.com” with the subject line “Operations Supervisor”