We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing

As the Analyst, Contact Centre Outbound Dialer, you will be responsible for the Operational execution, real time monitoring and reporting of dialer strategies for all portfolios within CIBC Client Account Management call centers. Additionally, you will also be responsible for scheduling, adherence and reporting support for the Intraday Workforce team. 

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

How You’ll Succeed

Strategy & Optimization - Execution of daily baseline strategies for all Client Account Management portfolios. Configuration (strategy control, record selections, job starts/stops/links/recycles), real time monitoring and historical reporting. Dialer campaign optimization; ensuring optimal idle times while maintaining industry standard abandon rates

Monitoring – Observe and maintain inbound service level targets, achieved by making real time staffing updates from inbound to blend to outbound states and vice versa. Real time monitoring of agent states (inbound and outbound), helping to ensure consistent talk/update times.

Relationship Management - Working closely with the Intraday Workforce team for the implementation of new or changing schedules or rotations. Informing agents and managers of discrepancies.

Who You Are

You can demonstrate knowledge of dialer strategies and implementations within Contact Centre environments. Knowledge of Dialer, ACD reports and applications is desirable (Avaya, Aspect preferred)

You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making

You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.

You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-CC East 12th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Call Center, Client Service, Communication, Customer Experience (CX), Outbound Dialing, Work Collaboratively