Customer Experience Team Leader

About the role

The Customer Experience Team Leader at Nawy Real Estate will guide a multi‑channel CX team to deliver service that exceeds client expectations. You will oversee daily operations, coach agents, and engage directly with customers to ensure satisfaction and long‑term loyalty.

Key responsibilities

• Supervise CX agents across voice, chat, and email, conducting daily briefings and performance check‑ins.
• Coach and develop agents using QA findings and KPI gaps to drive continuous improvement.
• Handle senior‑level escalations and resolve complex customer issues with advanced judgment.
• Monitor real‑time queue performance, adjusting agent coverage to meet service level targets.
• Track team metrics such as SLA adherence, CSAT, AHT, and FCR.
• Escalate operational blockers to the CX Manager with proactive solutions.
• Coordinate with Sales, Mortgage, and Property Management to resolve multi‑department cases.
• Conduct weekly QA reviews, update SOPs, and ensure data and process compliance.
• Support onboarding and training of new hires.
• Build and maintain KPI trackers and dashboards using Google Sheets or Excel.
• Identify pattern‑based issues and provide regular reports for CX reviews.

Required profile

• 3‑5 years of experience in customer service or contact‑center operations.
• At least 1 year in a supervisory or team‑lead role.
• Strong written and verbal communication in Arabic and English.

Required skills

• Proficiency with CRM/ticketing tools such as Salesforce or Zendesk.
• Advanced use of Google Sheets, Google Workspace, and Microsoft Office Suite (including Excel).
• Ability to create independent reports, trackers, and performance dashboards.