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...