Partner Support Team Leader

Property Finder
Cairo
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Coaching","Leadership","Conflict-resolution","Analytical skills","Cross-functional collaboration"]

Lead a multi-channel customer support/contact center team handling calls, email, and chat, owning daily floor operations to meet SLAs, quality, and productivity targets. Monitor real-time queues and adjust staffing and schedules, coach agents through 1:1s and performance reviews, and resolve escalations. Use QA and KPI reporting (AHT, FRT, CSAT, occupancy, adherence, backlog) to drive improvements and partner with Workforce Management, Quality, and Training to raise service standards.

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FursaFursa
Property Finder
Property Finder
1 week ago

Partner Support Team Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead a multi-channel customer support/contact center team handling calls, email, and chat, owning daily floor operations to meet SLAs, quality, and productivity targets. Monitor real-time queues and adjust staffing and schedules, coach agents through 1:1s and performance reviews, and resolve escalations. Use QA and KPI reporting (AHT, FRT, CSAT, occupancy, adherence, backlog) to drive improvements and partner with Workforce Management, Quality, and Training to raise service standards.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage daily operations across voice, email, and chat to consistently meet SLAs, response times, and quality standards.
  • •Monitor real-time queues and adjust staffing, breaks, and schedules to maintain service levels across all channels.
  • •Coach and mentor team members through regular 1:1s and performance reviews; identify skill gaps and create individual development plans.
  • •Review interactions for quality assurance, provide actionable feedback, and handle escalations and complex customer cases.
  • •Track and report KPIs (AHT, FRT, CSAT, occupancy, adherence, backlog) and drive process improvements in collaboration with QA, Workforce Management, and Training.

Key Requirements

  • •Bachelor's degree in Business Administration or a relevant field.
  • •Fluency in Arabic and English (written and spoken).
  • •3+ years of experience in a contact center environment and at least 2 years in a team lead or supervisory role.
  • •Proficiency with CRM/helpdesk tools (e.g., Zendesk, Salesforce) and reporting dashboards.
  • •Experience managing multi-channel support (voice, email, chat), with familiarity with QA scoring frameworks and call/chat monitoring tools.
Experience:3+ yearsContact center
Education:Bachelor's in Business Administration
Skills:CoachingLeadershipConflict-resolutionAnalytical skillsCross-functional collaboration
Languages:ArabicEnglish
Tech Stack:ZendeskSalesforceCRMReporting dashboardsAI tools

Company Brief

Property Finder
Property Finder is a MENA-focused PropTech platform that connects buyers, renters and agents with verified residential and commercial listings, offering SaaS tools, market data, valuation services and lead-management products across the region.
Industry: PropTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 2007
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