WFM Real Time Analyst co-op

Toronto · Posted 1h ago

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At a glance

Location: Toronto, Canada
Category: Data

WFM Real Time Analyst co-op at CIBC in Toronto, focusing on real-time performance analytics, intraday decision making, and supporting workforce management systems and processes for contact center operations. 8-month co-op with discussion of on-site vs remote work during interview; includes analytics, reporting, and operational support.

What they are looking for

Data analysisIntraday analyticsWorkforce managementReportingMs office

Location: Toronto, ON

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

Please include your resume (no more than 2 pages), a cover letter (no more than 1 page), and your most recent unofficial transcript with your application. These should all be uploaded into the Resume section of the application as one pdf document

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 [email protected]

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.