About the role#
This is an 8-month co-op position based in Toronto. You will join the WFM Real Time team to manage performance and ensure service targets are met. This role involves analyzing data to support contact center operations, processing organizational changes, and acting as an administrator for workforce management systems.
What you'll do#
- Monitor live queues and track agent schedule adherence.
- Make rapid intraday adjustments, such as reassigning agents or managing overtime and time-off requests.
- Respond to unexpected call spikes, system outages, or high handle times to protect service levels.
- Produce daily operating statistics and end-of-shift summary metrics.
- Log operational exceptions and update tracking sheets.
- Automate repetitive tasks to improve team efficiency.
- Provide advice and analysis regarding performance trends and policies.
What you'll need#
- Current enrollment in post-secondary education with plans to return to full-time studies.
- Strong analytical and evaluative skills to review performance factors.
- Ability to use judgment to produce accurate operating statistics.
- Clear communication skills to share insights and analysis.
- Capacity to complete skills assessments, which may include simulation, coding, French proficiency, or Microsoft Office tasks.
Location & details#
- Location: Toronto, Ontario, Canada.
- Work Modality: Hybrid (specifics to be discussed during the interview).
- Employment Type: Full-time, 8-month fixed-term contract.
- Compensation: This is a paid position.
About CIBC
CIBC is a public banking institution based in Toronto, Ontario. It provides services across retail banking, business banking, wealth management, and wholesale banking. The company employs over 48,000 people. It operates with a focus on delivering financial products to clients.
How to get in at CIBC
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