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 Real Time Analyst 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. Real Time Analyst provides 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.

This role requires flexibility as your hours will be based on business needs. Business hours for this role are Monday to Friday between 7:00AM-10:00PM, Saturday and Sunday between 8:00AM-8:00PM including STAT Holidays. Timings mentioned are in Eastern time (ET). If there is any change in hours, resource will be informed in advance and has to be flexible to adapt the same.

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.

We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent @ Home Program Requirements

Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes).
Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

How you'll succeed

Problem Solving and Decision Making – Ability to manage time and multiple commitments in a fast paced and at times stressful environment. Problem solving techniques and the ability to generate solutions, decide on a course of action and be accountable for actions.
Reporting & Analytics – Writing skills sufficient to draft communications material and write straightforward explanations.
Product Knowledge – Extensive knowledge of banking operations relating to policies, procedures and systems, with a good understanding of contact centre operations. In addition to having knowledge of PC (i.e. Word, Excel), and keyboarding skills. Working knowledge of mainframe applications and systems (Verint) sufficient to accomplishing tasks. Previous experience in workforce management domain is an asset. More weightage will be given to candidate who carries Visual Basic Macro, Power BI/Automate skills and experience to simplify day to day repetitive activines however its not mandatory.

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 aspire to give you a career, rather than just a paycheck.

We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

Subject to plan and 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 Mailbox.careers-carrieres@cibc.com
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.

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Real Time Analyst