Company Overview

Avenue Living Communities is Western Canada's fastest-growing private rental properties operator, with an expanding presence in Alberta, Saskatchewan, and Manitoba.

Communities is in our name because we believe in bringing people together and building relationships, we are proud of every day. Our core values guide our actions, and our people bring our mission to life. We are committed to providing safe and welcoming accommodations while being responsive to our resident’s needs with efficient execution.

Our innovative teams work together to deliver both quality and value to our residents as we pride ourselves in creating communities that are safe and comfortable place to call home.

What We Are About

At Avenue Living Communities, we ensure our team members are provided with a place to develop careers that are challenging and rewarding so everyone can realize their full potential. We know our people are our biggest brand ambassadors and create our culture. We believe when we take care of our team members, they can then extend that Duty of Care to our residents and business partners.

We look for team members who are collaborative, creative, and In It Together. Individuals who are accountable, consistent, resourceful, and responsive. Those who can take initiative, seek feedback and demonstrate grit in overcoming challenges and adapting to change.

Green Is More Than Just Our Colour

If you are wondering if the grass is greener here at Avenue Living Communities, you can take comfort in knowing that through our common purpose we build relationships we are proud of every day.

By focusing on leadership excellence, employee engagement, and quality service- combined with a continuous improvement mindset, we give you the green light to create meaningful connections and memorable experiences. Fostering a positive environment where people feel energized and empowered to have sustainable results

In addition to our team members, we also want our planet to thrive. Avenue Living Communities is committed to a green future by enhancing our properties with features such as environmentally friendly water management procedures, improved heating and cooling systems, solar panels, and upgraded air filtration technology.

WHAT WILL YOU DO?

• Effectively manage call center operations to deliver leading edge service and experience, achieving performance targets.

• Lead call center operational strategy by refining and reporting key performance metrics, strategic workforce planning, effectual training, quality coaching, optimizing workflow patterns, and process improvement planning.

• Provide strong, dynamic leadership to the call center team that mentors, develops and guides team members to effectively leverage the value of every resident interaction.

• Lead, inspire and coordinate the call center management team, encouraging creative problem-solving, strategic thinking and a resident-centric mindset.

• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, Workforce Management (“WFM”), and AI to create a cost-effective call center operation.

• Ensure that the call center team works in collaboration with all other business functions, consistently delivering great end-to-end resident experience across all channels and touchpoints in the resident journey, while achieving customer satisfaction goals.

• Enable a two-way communication stream with resident facing teams to collect feedback to derive insights for improvements and guide teams to ensure a resident-centric attitude.

• Ensure the overall satisfaction and loyalty of all residents.

• Advocate for changes to improve the resident experience and cross functionally collaborate with other departments.

• Manage relationships and contracts with third party vendors.

WHAT WILL YOU NEED?

• At least 10 years of progressive experience in customer service, contact center operations, or customer experience improvement roles.

• 5 years in a management or senior leadership role in a contact center, with direct oversight of team members.

• A bachelor’s degree in business or related program.

• Excellent verbal and written communication skills, with the ability to influence at all levels of the organization.

• Strong track record working with contact center platforms, CRMs, WFM tools, and analytics software, with an ability to lead digital transformation and technology adoption.

• Exceptional attention to detail in written and verbal communication, ensuring accuracy and clarity across all channels.

• Ability to thrive in a fast-paced, high-volume environment with shifting priorities.

• Strong organizational skills to be able to keep up with various resident needs and conduct follow-ups in a timely manner and/or ensure call center team is following the same process.

• Ability to analyze large datasets to identify trends, drive insights, and implement process improvements that enhance customer experience.

• Contact Center forecasting and scheduling experience is an asset

• Residential Real estate experience is an asset

WHAT DO WE OFFER?

• We live and breathe our core values. We go the extra mile. We’re honest. We always have each other's back. We have tons of integrity. And we always own it and adapt – no matter the challenge.

• With the support to do things differently, grow personally and professionally and bring your whole self to work, there's no limit to the impact you can make.

• We provide a competitive compensation package comprised of a group benefits plan, GRSP Matching Program, and discretionary bonus program for select roles. In addition, Avenue Living also offers an Employee Referral Program that rewards active employees for successful referrals.

• An employee centric culture with a generous award and recognition program, discounted monthly rent in Avenue Living Communities’ properties, and an employee discount and savings program through industry partnerships and Perkopolis.

• We are committed to a strong safe work environment.

What makes us different makes us stronger. We want Avenue Living to be a great place to work for everyone; where people feel safe, included, inspired, trusted and supported so they can be, and bring, their best.

We’re committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures and attributes are valued and utilized to help achieve better results.

As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics.

We are committed to ensuring our workplace is fair, equitable and free of discrimination and harassment.

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