Director, Customer Experience

Overview

Lead and optimize call center operations to enhance resident experience.

Key Responsibilities

• telephony
• workforce management
• ai integration
• metrics reporting
• workflow optimization
• vendor management

Tasks

-Manage relationships and contracts with third party vendors. -Effectively manage call center operations to deliver leading edge service and experience, achieving performance targets. -Advocate for changes to improve the resident experience and cross functionally collaborate with other departments. -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. -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. -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. -Lead, inspire and coordinate the call center management team, encouraging creative problem-solving, strategic thinking and a resident-centric mindset. -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. -Ensure the overall satisfaction and loyalty of all residents.

Requirements

• forecasting
• data analysis
• crm
• wfm
• bachelor's
• leadership

What You Bring

-Contact Center forecasting and scheduling experience is an asset -Ability to analyze large datasets to identify trends, drive insights, and implement process improvements that enhance customer experience. -Excellent verbal and written communication skills, with the ability to influence at all levels of the organization. -A bachelor’s degree in business or related program. -Exceptional attention to detail in written and verbal communication, ensuring accuracy and clarity across all channels. -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 thrive in a fast-paced, high-volume environment with shifting priorities. -Strong track record working with contact center platforms, CRMs, WFM tools, and analytics software, with an ability to lead digital transformation and technology adoption. -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.

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Benefits

-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. -We are committed to a strong safe work environment. -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. -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.

About Avenue Living Residential

-Established with a clear vision to create lasting value in the residential real estate sector. -Focuses on acquiring, managing, and developing multifamily properties across Canada. -Driven by an entrepreneurial spirit and deep industry expertise. -Thrives by revitalizing communities through strategic property management and development. -Known for transforming residential spaces into sustainable and tenant-focused environments. -Takes a hands-on approach, overseeing all aspects of property management, from leasing to maintenance. -Has become a key player in the Canadian real estate market with a growing portfolio. -Specializes in creating affordable, high-quality housing that meets the needs of modern renters. -Embraces innovation, using cutting-edge technology to streamline operations and enhance tenant experiences.

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