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

 

To provide support for all Workforce Optimization - Real time management function. You’ll lead a team of real time analysts including senior analysts, contribute to design new servicing strategies and operations capabilities that will improve customer satisfaction metrics, overall client experience and create operational efficiencies through day to day performance management. You’ll be responsible for setting direction and executing key tactics for this team and for business supported, in conjunction with the senior leadership of the contact centres.

 

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. 

 

How You'll Succeed

Real time intraday management – Manage the real time team to make sure monitoring and optimizing capacity performance and agent productivity is taking place for different business lines that team is accountable for. Optimally administer all offline activities. Develop and implement proactive/reactive action plans to correct service level challenges with team and partnership with other senior leaders including operations. Analyze, forecast and optimize workforce FTE requirements based on WFM KPIs such as but not limited to call volume, AHT, load factor, schedule adherence, attrition rate, and hiring plan. Will play a vital role in managing overtime budget, approving offline initiatives and deploying tactics in the Contact Centre Client Wait Time Playbook including maximizing voluntary time off as an when required.Engagement and Relationship Management – Manage partner adherence to WFM infrastructure and processes including but not limited to establishing proper load factor codes / agent IDs, tracking and controlling dollar operating expenses tied to bank hours/OT, and actively participating in long term shift bids / vacation bids. Participate in WFM change management strategyReporting & Analytics and Projects – Analyze key datasets and provide insights that will lead to operational efficiencies. Responsible for proactively preparing operational efficiency recommendations to WFM Pod Leader and Senior Leadership Team. Report on the implementation of scheduling projects as compared to original estimates to ensure the plan is going on as originally planned.Tactical execution – Subject matter expert on trends (driven both by internal activities and external factors) to ensure our real time planning as well as execution adjusts to reflect client demand. Provide tactical guidance on key projects and initiatives as they relate to Intraday and the overall client experience delivered in our contact centres.Thought leadership – Maintain in-depth and specialized knowledge of the industry standards, required skills, and trends.  Utilize information to develop and present recommendations in order to keep WFM and Intraday practices leading class. Act as a subject matter expert and escalation point in handling relatively complicated, unusual or sensitive issues, problems or requests. Recommend viable solutions and improvements to existing proceduresPeople development – Manage partner relationships to influence change in current WFM practices that better align with CIBC’s objective of being the leader in client relationships. Consult with users to develop and execute training and communication, to increase awareness of Call Centre practices and processes. Partner with team members and provide coaching to achieve professional representation of the Intraday department. Cultivate a results-oriented and continuous improvement performance culture built off values of teamwork, leadership, relationship management, innovation and integrity. Creating a positive work environment and being an effective role model by championing CIBC’s mission, vision and values. Ensuring compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect

 

Who You Are

You can demonstrate experience in strategic and business planning and contact centre performance metrics and measurements. It’s an asset if Knowledge of Genesys (ccPulse, GAX and GCXI), Verint, Microsoft VISIO and Microsoft ExcelYou 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 wayYou put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

Expected End Date

2025-08-24

Job Location

Toronto-81 Bay, 18th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Capacity Planning, Customer Experience (CX), Data Analysis, Genesys CCPulse, Genesys Workforce Management, Intraday, People Management, Performance Management (PM), Process Improvements, Real Time Decisions, Real Time Monitoring, Real-Time Reporting, Teamwork, Workforce Management (WFM)