Business Client Advice Centre - Agent Team Leader – Bilingual

CIBC; Toronto; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Banking benefits

Pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers

Purpose Day

Job summary

CIBC in Canada is seeking a Business Client Advice Centre Team Leader to guide a 10–12 inbound agent team, delivering exceptional client service and coaching for performance. You’ll balance people leadership with operational excellence in a fast-paced contact centre.

This role supports flexible work arrangements with remote work and on-site occasional, and requires the ability to triage requests, manage metrics, and collaborate across Business Banking to drive continuous improvement.

Qualifications

• You are a caring and accountable leader with coaching experience.
• You put our clients first and strive to find the right solutions.
• Your influence helps build relationships and achieve outcomes.
• You have contact centre operations experience and coach employees.
• You notice details and use critical thinking in decision making.
• You value trust, teamwork and accountability in the workplace.
• You are fluent in French and English to serve our clients.

Responsibilities

• Lead, coach and support a team of 10-12 inbound agents to deliver a high-quality client experience.
• Monitor metrics, review call quality and provide timely coaching.
• Ensure inbound calls are handled professionally and triaged effectively.
• Manage day-to-day contact centre activities and workflows.
• Partner with leaders across Business Banking to address service issues and drive improvements.
• Address escalations with sound judgement and identify opportunities to improve the client experience.

Skills

People leadership

Performance management

Client service

Operational oversight

Collaboration

Problem solving

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

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]
• 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