Remote Bilingual Client Advice Centre Team Lead

Canadian Imperial Bank of Commerce; Toronto; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Banking benefits

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers recognition program

Purpose Day

Job summary

Canadian Imperial Bank of Commerce (CIBC) is seeking a Business Client Advice Centre Team Leader in Toronto. You will lead a bilingual team of 10–12 inbound agents, coaching them to deliver exceptional client service and triage requests effectively.

In this fast‑paced role you’ll balance people leadership with operational excellence, monitor call quality, and partner with Business Banking to resolve issues and drive improvements.

Qualifications

• Experience in contact centre operations and coaching.
• Ability to monitor metrics and provide timely feedback.

Responsibilities

• Lead, coach, and support a team of 10-12 inbound agents to deliver a high‑quality client experience and meet team objectives.
• Monitor operational metrics, review call quality, and provide timely feedback and coaching to strengthen performance.
• Ensure inbound client calls are handled professionally and triaged effectively.
• Manage day‑to‑day contact centre activities and support established processes and standards.
• Collaborate with leaders across Business Banking to address service issues and drive continuous improvement.
• Address escalations with sound judgment and identify opportunities to improve team effectiveness.

Skills

People leadership

Performance management

Client service excellence

Operational oversight

Collaboration

Problem solving

Job description

Canadian Imperial Bank of Commerce (CIBC) is seeking a Business Client Advice Centre Team Leader in Toronto. You will lead a bilingual team of 10–12 inbound agents, coaching them to deliver exceptional client service and triage requests effectively.

In this fast‑paced role you’ll balance people leadership with operational excellence, monitor call quality, and partner with Business Banking to resolve issues and drive improvements.