Remote Team Leader, Business Client Advice Centre

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

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.