call center team leader (real estate)

This is an on-site call center team leader role in Nasr City, Cairo, supervising a customer service team for a real estate company. It requires 5–7 years in a similar position and focuses on call/chat/email quality, KPIs, coaching, escalations, and CRM reporting.

• Supervise and manage the call center team
• Monitor inbound calls, outbound follow-up calls, emails, and chats
• Handle escalated customer issues and complex cases
• Monitor team performance against KPIs
• Conduct quality monitoring and coaching
• Prepare performance reports and operational updates
• Conduct team briefings and training sessions
• Document customer interactions in the CRM system

• Bachelor’s degree in Business Administration, Commerce, or relevant field
• 5 to 7 years of experience in the same position
• Experience in real estate is preferred
• Experience managing inbound customer service operations
• Strong leadership, coaching, and team management skills
• Understanding of call center KPIs such as AHT, SLA, CSAT, quality, and productivity
• Proficiency in CRM systems and Microsoft Office, especially Excel
• Good command of English is preferred

MG Developments (Metawee Group) was established in Egypt in 1998 and specializes in real-estate investment and touristic development. It runs an in-house call center and customer-service team in Nasr City.