Customer Experience Lead — Team Coach & Queue Optimizer

Avenir Energy Ltd.; Calgary; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Health & dental insurance

RRSP/TFSA matching

Vacation & floater days

Quarterly incentives

Job summary

Avenir Energy Ltd. in Calgary, Alberta, is seeking a Customer Experience Supervisor to lead a fast-paced call center team and drive exceptional service.

You will oversee queue management, scheduling, and performance reporting while coaching staff to maintain high standards. As part of a growth-focused propane distributor, you will implement weekly reports, conduct 1:1 meetings, and coordinate engagement campaigns to boost morale.

Qualifications

• Experience leading customer service teams in fast-paced environments.
• Strong coaching and development skills for continuous improvement.
• Proven ability to manage queue, scheduling, and reporting processes.
• Experience with ERP/CRM systems and data-driven decisions.
• Excellent interpersonal and communication skills.

Responsibilities

• Queue Monitoring: Maintain queue levels per performance metrics and adjust as needed.
• Scheduling: Manage vacations, days off, and coverage to ensure adequate phone support.
• Performance Reporting: Generate weekly reports on queue time and workload distribution.
• End-of-Day Queue Management: Ensure queue is closed properly each day.
• Quality Assurance: Maintain high standards of customer service.
• 1:1 Meetings: Conduct regular meetings with team members.
• Weekly Reporting: Provide weekly CX performance summaries to CX Manager.
• Service Interruptions Communication: Inform team promptly about outages impacting interactions.
• Employee Coaching: Provide ongoing coaching using the coaching form process.
• Team Communication: Share all relevant communications with the team.
• Monthly Team Meetings: Plan monthly meetings ensuring coverage during calls.
• Engagement Campaigns: Organize campaigns to boost morale.
• Mailbox Monitoring: Monitor shared mailboxes and respond to inquiries.
• Recruitment and Onboarding: Oversee hiring and onboarding for new members.

Skills

Leadership

Call center experience

Customer experience

Coaching

Performance reporting

Tools

Office 365

ERP

CRM

Job description

Avenir Energy Ltd. in Calgary, Alberta, is seeking a Customer Experience Supervisor to lead a fast-paced call center team and drive exceptional service.

You will oversee queue management, scheduling, and performance reporting while coaching staff to maintain high standards. As part of a growth-focused propane distributor, you will implement weekly reports, conduct 1:1 meetings, and coordinate engagement campaigns to boost morale.