This is a temporary, 12-month contract role.

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?

• Provide inspiring leadership to a team of Customer Experience Representatives, including coaching and performance.

• Set individual performance goals with team members and assist with achievement. Enhance quality assurance by providing weekly coaching sessions.

• Ensure representatives understand and comply with all call center objectives, performance standards and processes.

• Oversee the day-to-day operation of the Call Centre focusing on meeting performance targets and providing an excellent customer experience.

• Analyze call center data and generate insightful reports/metrics to meet business & performance targets.

• Provide leadership, guidance and mentoring to Senior CERs.

• Develop, implement, and manage employee incentive and retention.

• Lead CEC process improvement projects and participate in multi-departmental initiatives.

• Manage CEC equipment and systems working with ALC IT and outside vendors.

• Participate in the CEC forecasting and scheduling process to ensure staff levels meet current and future requirements.

• Manage team member schedules including time off requests, overtime, and shift adjustments.

• Lead the hiring process for Experience center staffing.

WHAT WILL YOU NEED?

• Minimum of 3 years experience in a supervisory role, preferably in a call center environment.

• Proficient in Microsoft Office- specifically Excel, PowerPoint, Word.

• Sales experience considered an asset.

• Bachelor’s degree or Diploma in Business Administration or a related field is an asset.

• Exceptional written and verbal communication skills with the ability to communicate and present to senior management as well as Customer Experience Center employees.

• Knowledge of the property management industry is considered 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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