Customer Experience Team Leader
b88YiLMpZ789kL6vgFZdeZ· Operations
About this role
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.
- 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
Frequently Asked Questions
Is the salary disclosed for the Customer Experience Team Leader position at b88YiLMpZ789kL6vgFZdeZ?
The salary for this Customer Experience Team Leader role at b88YiLMpZ789kL6vgFZdeZ is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Experience Team Leader position at b88YiLMpZ789kL6vgFZdeZ located?
This Customer Experience Team Leader role at b88YiLMpZ789kL6vgFZdeZ is based in Cairo, Cairo Governorate, Egypt. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Customer Experience Team Leader at b88YiLMpZ789kL6vgFZdeZ belong to?
This Customer Experience Team Leader position is part of the Operations department at b88YiLMpZ789kL6vgFZdeZ. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Experience Team Leader position at b88YiLMpZ789kL6vgFZdeZ?
Click the "Apply Now" button on this page. You will be redirected to b88YiLMpZ789kL6vgFZdeZ's official application portal hosted on workable where you can submit your application directly.
When was the Customer Experience Team Leader job at b88YiLMpZ789kL6vgFZdeZ posted?
This Customer Experience Team Leader position at b88YiLMpZ789kL6vgFZdeZ was posted on May 20, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Experience Team Leader
b88YiLMpZ789kL6vgFZdeZ
You'll be redirected to b88YiLMpZ789kL6vgFZdeZ's official application page on workable.