WFM Real Time Analyst co-op

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

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

The WFM Real Time team is responsible for actively performing and supporting various activities associated with effectively managing performance to meet service targets. The role uses judgement to produce daily operating statistics and provide trending and analysis on overall performance and to provide advice based on analysis and any applicable concepts and policies. The role analyzes data to discern the optimal way to perform detailed analytical and evaluative review of specific intraday performance factors. The candidate will provide professional support through timely and accurate delivery of Intraday analytics. In addition, the role involves supporting our contact center with processing organizational changes, learning initiatives, acting as the admin for WFM system and processes that impact operations and frontline employees.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview

Important

We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). 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. You must be currently enrolled in post-secondary education and returning to full-time studies to be eligible. However, you do not need to be in a registered Co-Op program to be considered for a role.

Recruitment timeline: Applications review – October; Interviews – October/ November; Offers - November

This is an 8 month co-op opportunity.

How you'll succeed

• Live Queue Monitoring: Track real-time call, chat, against forecasted demand.
• Schedule Adherence Tracking: Monitor agent states (on-call, in-training, break, lunch, or offline) using workforce management applications to ensure team members follow their assigned schedules.
• Intraday Adjustments: Make rapid live adjustments, such as reassigning agents to different skill queues, approving or calling for overtime (OT), or offering voluntary time off (VTO)
• Incident & Spike Management: Respond immediately to unexpected call spikes, system outages, or high average handle times (AHT) to protect Service Level Agreements (SLAs)
• Reporting & Documentation: Log operational exceptions, update intraday tracking sheets, and produce end-of-shift or daily summary metrics and possibly with automations skills, can automate reputative task to make it more efficient.

Who you are

You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity. Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You give meaning to data. You enjoy investigating complex problems, and making sense of information. You’re confident in your ability to communicate detailed information in an impactful way. Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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. *Subject to 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.

Expected End Date 2027-08-20 Job Location Toronto-81 Bay, 18th Floor Employment Type Temporary (Fixed Term) Weekly Hours 37.5 Skills Automation, Data Manipulation, Data Oriented, Logical Thinking, Lookup Functions, Microsoft Excel, Microsoft Excel Pivot Table

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.