Analyst, workforce

Canadian Imperial Bank of Commerce; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading financial institution in Toronto is seeking an Analyst, workforce to manage staff schedules and enhance operational efficiency. You will work in a hybrid arrangement, collaborating with various teams to analyze data and improve staffing decisions. The ideal candidate will demonstrate strong organizational skills and adaptability, while being proficient in Microsoft Office and Verint.

Benefits

Competitive salary

Benefits program

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

Social recognition program

Qualifications

• Strong organizational and administrative skills are essential.
• Ability to develop and maintain positive working relationships.

Responsibilities

• Create master schedules for various National CAM Contact Centres.
• Provide workforce reporting and analyze key datasets.
• Work closely with local Intraday Dialer and Operation teams.

Skills

Adaptability

Business Operations

Call Volume Forecasting

Judgement

Metrics Development

Portfolio Optimization

Prioritization

Work Collaboratively

Workforce Planning

Tools

Microsoft Office

Verint

Job description

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

CAM is currently looking for an Analyst, workforce who can be part of dynamic team. As an Analyst, workforce, you will be responsible for creating staff schedules, review information related to staff performance, schedule different event or training. The objective is to determine ways to improve operations thought effective staffing decisions so that customer needs are met. Workforce analyst may also produce reports for the business on productive hours and shrinkage planned.

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

• Scheduling – Work with scheduling software to create master schedules for the various National CAM Contact Centres through the preparation of accurate and timely intraday agent staffing. Schedule dates for event such as Townhall, achievers, training etc. Optimized breaks & lunch for all departments. Monitor and optimize capacity performance and agent productivity. Optimally administer all offline activities. Develop and implement proactive/reactive action plans to correct service level challenges.
• Reporting – Provide workforce reporting (ex. Overview, staffing by interval, attendance etc.). Analyze key datasets and provide insights that will lead to operational efficiencies.
• Staffing – Work closely with the local Intraday Dialer team & Operation team for the implementation of new or changing schedules or rotations. Analyze statistics and make recommendations to Senior Management regarding staffing requirements or gaps.
• Attendance Line – Monitor absenteeism, advise managers and update Verint accordingly.
• Audit – Vacation: Ensure we are always compliance with HR. Break & lunch: Ensure all employee have the proper break and lunch scheduled. Time off Entitlements: Ensure each agent doesn’t excess their entitled allowance

Who you are

• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. Knowledge of Microsoft Office & Verint is an asset
• You’re organized. Strong organizational and administrative skills are a definite asset. Capable of setting and meeting realistic time frames for completing multiple assignments and achieving desired results.
• You’re a team player: Ability to develop and maintain positive working relationships with others.
• 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 [e-mail]
• 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

Adaptability, Business Operations, Call Volume Forecasting, Judgement, Metrics Development, Portfolio Optimization, Prioritization, Work Collaboratively, Workforce Planning