Customer Experience Team Leader

Nawy

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