Business Client Advice Centre - Agent Team Leader – Bilingual

Canadian Imperial Bank of Commerce; Ottawa; Hybrid; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Banking benefits

Employee share purchase plan

Pension plan

Vacation offering

Wellbeing support

Job summary

Canadian Imperial Bank of Commerce is seeking a Business Client Advice Centre Team Leader to guide a 10-12 inbound agent team, ensuring high-quality client service and effective triage. The role balances people leadership with operational excellence in a fast-paced environment, with on-site requirements occasional and remote work supported through Agent@Home.

The ideal candidate demonstrates strong coaching, client service orientation, and a proven track record in contact center operations.

Qualifications

• Leadership experience in a contact center environment.
• Ability to coach and develop a team to meet service goals.
• Strong focus on client experience and service standards.

Responsibilities

• Lead a team of 10-12 inbound agents in the Business Client Advice Centre.
• Monitor performance and call quality; manage operational metrics.
• Coordinate day-to-day contact center activities and processes.
• Collaborate with higher-level leaders to address service issues and drive improvements.
• Deliver coaching and hands-on support to meet team goals.

Skills

People leadership

Coaching

Call center operations

Customer service

Operational metrics

Team leadership

Bilingual French/English

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

Business Banking supports entrepreneurs and business owners with advice, service, and solutions that help them manage and grow their businesses.

As a Business Client Advice Centre Team Leader, you'll lead a team of 10-12 inbound phone agents who support clients through the Business Client Advice Centre inbound queue. You'll coach and develop your team to deliver a high standard of customer service while ensuring client requests are triaged effectively and handled with care. You'll oversee day-to-day contact centre operations, monitor performance, and manage operational metrics and call quality to help the team achieve strong results. In this fast-paced environment, you'll balance people leadership, operational excellence, and client focus to create a positive experience for both clients and team members.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis. Details on your work arrangement will be discussed at the time of your interview. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent@Home Program Requirements

• Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.
• The Business Client Advice Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 6:00 PM ET.
• You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules.
• Hours could change to accommodate future branch hours and to support branches nationally.

How you'll succeed

• People leadership - Lead, coach, and support a team of 10-12 inbound agents to deliver a high-quality client experience and meet team objectives.
• Performance management - Monitor operational metrics, review call quality, and provide timely feedback and coaching to strengthen individual and team performance.
• Client service excellence - Help ensure inbound client calls are handled professionally, efficiently, and in line with service expectations while supporting effective triage of requests.
• Operational oversight - Manage day-to-day contact centre activities, prioritize workflow needs, and support consistent execution of established processes and standards.
• Collaboration - Partner with leaders and internal teams across Business Banking to address service issues, share insights, and support continuous improvement.
• Problem solving - Use sound judgment to address escalations, resolve service challenges, and identify opportunities to improve team effectiveness and the client experience.

Who you are

You are a caring and accountable leader. You’re passionate about developing and growing team members abilities. You have experience providing coaching and hands on support to meet team goals. You 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. Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise. You can demonstrate experience in contact centre operations, coaching employees, managing operational metrics, call quality oversight, customer service, and working in a fast-paced environment.

You know that details matter. You notice things that others don’t. Your critical thinking skills help to inform your decision making.

Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability. You're fluent in French and English to serve our clients in the community.

What CIBC Offers

• competitive salary
• incentive pay
• banking benefits
• a benefits program*
• defined benefit pension plan*
• an employee share purchase plan
• a vacation offering
• wellbeing support
• MomentMakers, our social, points-based recognition program

*Subject to plan and program terms and conditions

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.

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]

CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

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 test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. 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 ON-81 Bay Street-Virtual Employment Type Regular Weekly Hours 37.5 Skills Client Service, Credit Consulting, Credit Products, Data Analysis, Market Trends, Problem Resolution, Relationship Building, Risk Assessments

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.