Real-Time WFM Analyst Co-op (8 Months)

CIBC; Toronto; On-site; CAD 28,000 - 34,000; Full time

Benefits offered by this job

Employee support programs

MomentMakers recognition program

Wellbeing support

Job summary

CIBC in Toronto is seeking a motivated co-op student to join the WFM Real Time team. You will support intraday analytics, monitor performance, and assist in ensuring service targets are met while gaining hands-on experience in a banking operations environment.

The role emphasizes real-time data analysis, process improvements, and collaboration with frontline staff. This is a fixed-term opportunity aligned with post-secondary education requirements.

Qualifications

• Must be enrolled in post-secondary education and returning to full-time studies to be eligible.
• This is a temporary 8-month co-op opportunity.

Responsibilities

• Live Queue Monitoring: Track real-time call, chat, against forecasted demand.
• Schedule Adherence Tracking: Monitor agent states using workforce management applications to ensure teams follow schedules.
• Intraday Adjustments: Make rapid live adjustments, such as reassigning agents to different skill queues or approving overtime.
• Incident & Spike Management: Respond to unexpected call spikes, outages, or high AHT to protect SLAs.
• Reporting & Documentation: Log operational exceptions, update intraday tracking sheets, and produce end-of-shift or daily summary metrics.

Skills

Automation

Data Manipulation

Data Oriented

Logical Thinking

Lookup Functions

Microsoft Excel

Microsoft Excel Pivot Table

Education

Post-secondary education student

Tools

Microsoft Excel

Microsoft Excel Pivot Table

Job description

CIBC in Toronto is seeking a motivated co-op student to join the WFM Real Time team. You will support intraday analytics, monitor performance, and assist in ensuring service targets are met while gaining hands-on experience in a banking operations environment.

The role emphasizes real-time data analysis, process improvements, and collaboration with frontline staff. This is a fixed-term opportunity aligned with post-secondary education requirements.