Position SummaryAs a Contact Center Team Leader, you will lead a multi-channel customer support team handling calls, email, and chat, ensuring every interaction reflects Property Finder's commitment to service excellence.
You own the day-to-day floor operations of your team, driving performance against SLAs, quality, and productivity targets across all channels. You will coach, motivate, and develop your agents, resolve escalations, and use real-time data to keep service levels on track.
Beyond daily operations, you act as a bridge between your team and Workforce Management, Quality, and Training functions, identifying process gaps and driving improvements that raise the standard of service.
Ultimately, your purpose is to build a high-performing, engaged team that delivers a consistently excellent, fast, and reliable experience to every customer who reaches out to Property Finder, reinforcing our reputation as the region's leading real estate platform.
Key Responsibilities
- * Manage daily operations across voice, email, and chat channels, ensuring SLAs, response times, and quality standards are consistently met.
- Monitor real-time queues and adjust staffing, breaks, and schedules to maintain service levels across all channels.
- Coach, mentor, and conduct regular 1:1s and performance reviews with team members; identify skill gaps and build individual development plans.
- Review call, chat, and email interactions for quality assurance and provide timely, actionable feedback.
- Handle escalations and complex customer cases that require supervisor-level intervention.
- Track and report on KPIs (AHT, FRT, CSAT, occupancy, adherence, backlog) and share insights with management.
- Drive team engagement, motivation, and retention through recognition and a positive team culture.
- Ensure adherence to schedules, attendance, and shift-adherence policies.
- Collaborate with QA, Workforce Management, and Training teams to improve processes and agent performance.
- Identify recurring issues or process gaps and propose improvements to leadership.
- Support hiring, onboarding, and training of new team members.
- Ensure compliance with company policies, data protection, and customer service standards.
The PersonDesired Qualifications
- * Bachelor's degree in Business Administration or a relevant field.
- Fluency in Arabic and English (written and spoken).
- Proficient with CRM/helpdesk tools (e.g., Zendesk, Salesforce, or similar) and reporting dashboards.
Expected Years Of Experience
- * 3+ years of experience in a contact center environment.
- At least 2 year in a team lead or supervisory role.
- Experience managing multi-channel support (voice, email, chat) preferred.
Skills
- * Strong knowledge of contact center KPIs and workforce management principles.
- Excellent coaching, leadership, and conflict-resolution skills.
- Strong analytical skills with the ability to translate data into action.
- Ability to work in a fast-paced, target-driven environment, including flexible/shift-based schedules.
- Familiarity with QA scoring frameworks and call/chat monitoring tools.
- Clear, confident communication with both agents and senior stakeholders.
- Cross-functional collaboration with different teams/departments, such as Legal, Finance, Product, and Engineering.
- Track record of driving process enhancements that improve efficiency, quality, or customer experience.
- Comfortable identifying automation opportunities to reduce manual/repetitive work across channels.
- Curious and proactive about using AI tools to find creative solutions to operational challenges.
Behavioral Competencies
- * High accountability and ownership; sees issues through to resolution.
- Calm and composed under pressure, always solution-focused.
- Proactive mindset with a continuous improvement focus.
- Trusted leader who builds credibility quickly with team and stakeholders.
- Embodies Property Finder's values of trust, innovation, and customer obsession.
Our promise to talentAt Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.
Property Finder Guiding Principles
- * Think Future First
- Data Beats Opinions, Speed Beats Perfection
- Optimise for Impact
- Act Like An Owner
- The Biggest Risk is Taking no Risk at All
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