Customer Experience Team Leader
On-site · Cairo, Cairo, Egypt
Job Summary
Lead and coach a Customer Experience (CX) team across voice, chat, and email channels to deliver exceptional service. Responsible for supervising daily team operations, conducting coaching based on QA findings and KPI gaps, handling senior-level escalations, monitoring real-time queue performance, tracking SLA/CSAT/AHT/FCR metrics, and coordinating with cross-functional groups (Sales, Mortgage, Property Management) to resolve complex multi-department cases. Drive continuous performance improvement through weekly QA reviews, data-driven SOP updates, onboarding of new hires, and building dashboards/reports in Google Sheets or Excel. Requires strong Arabic and English communication, proficiency with CRM/ticketing tools (Salesforce, Zendesk), and the ability to independently create performance trackers and data analyses.
Required Qualifications
- 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
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