Job Description

The Customer Experience Team Leader at Nawy Real Estate plays a pivotal role in guiding and motivating the customer experience team to deliver outstanding service that exceeds client expectations. This role involves overseeing daily operations, providing coaching and support to team members, and engaging directly with customers to ensure satisfaction and foster long-term loyalty.

Key Responsibilities:

• Supervise and lead a team of CX agents across voice, chat, and email channels, running daily briefings and performance check-ins.
• Coach and develop agents based on Quality Assurance (QA) findings and KPI gaps to drive continuous performance improvement.
• Handle senior-level escalations and resolve complex customer issues requiring advanced judgment and conflict resolution.
• Monitor real-time queue performance and dynamically adjust agent coverage to meet service level demands.
• Track team-level performance metrics including SLA adherence, CSAT, Average Handle Time (AHT), and First Contact Resolution (FCR).
• Escalate operational blockers to the CX Manager with proactive, proposed solutions to maintain workflow efficiency.
• Coordinate with cross-functional teams—including Sales, Mortgage, and Property Management—to resolve complex, multi-department cases.
• Conduct weekly QA reviews on a defined sample of agent interactions to identify failure points and feed them into SOP updates.
• Ensure data and process compliance across the team, enforcing communication scripts, data capture standards, and proper escalation paths.
• Support the onboarding of new hires to ensure seamless training and integration into the CX team.
• Build and maintain team trackers using Google Sheets or Excel, leveraging formulas and dashboards to monitor KPIs and surface data trends.
• Identify and report on pattern-based issues—such as repeat complaints or product friction—and submit regular data for weekly and monthly CX reviews.

Requirements

• 3 to 5 years in customer service or contact center operations

• At least 1 year in a team lead or supervisory role
• Strong Arabic and English communication, written and verbal
• Proficiency in CRM/Ticketing tools such as Salesforce, Zendesk, or equivalent
• Hands-on experience with Google Sheets, Google Workspace, or Microsoft Office Suite
• Ability to build reports, trackers, and performance dashboards independently