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Consultant, Capacity Planning

2 months ago

Toronto, Canada CIBC Full time

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

What You’ll Be Doing

As the Consultant, Capacity Planning, you will provide tactical guidance and specialized knowledge relative to capacity planning and FTE assessments for all the Call Center’s within CIBC from a project perspective. Although the level of focus is primarily on tactical management, the department’s activities require a considerable degree of coordination with multiple internal and sometimes external CIBC areas. You will assume some responsibility for managing the day to day operation and workflow within the department, balancing workload effectively, keeping track of all commitments, status reporting as well as prioritizing the efforts and activities within the team to meet or exceed quality and delivery expectations.
- At CIBC we enable the work environment most optimal for you to thrive in your role_. _You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote._

How You’ll Succeed
- Call Centre Planning - Manage complex capacity plans that can cross different LOB’s by forecasting call volume, productivity values to determine staffing recommendations and provide input into the budget planning exercise. Create hiring plans that support the capacity plans to ensure we have sufficient staffing online for customer demand. Provide recommendations and FTE assessments for a large complex multi-site call center and track/report on FTE, Attrition, New Hire waves along with customized reporting based upon Project requirements.
- Leadership & Relationship Management - Provide regular updates and or recommendations to Senior Leadership teams for all FTE assessments for approval and sign off. Act as a "lead practitioner" in handling difficult, unusual or sensitive issues, problems or requests. Provide guidance to team members to input the FTE assessments into production plans
- Documentation - Complete documentation to support proposals and recommendations for senior management review and approval. Document findings of research and/or analysis for use by others. Actively manage all project documentation to ensure effective implementation. Report on the implementation of projects as compared to original estimates to ensure the plan is going on as originally planned.

Who You Are
- You can demonstrate experience in call centre planning methodologies and operational principles, including workforce scheduling practices and tools. Experience with Verint Workforce Management forecasting, reporting and Strategic Planner tools is considered an asset
- You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
- 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.
- Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
- 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 knowYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Job Location

Toronto-81 Bay, 18th Floor

Employment Type

Regular

Weekly Hours

37.5

**Skills**:
Call Center Consulting, Call Volume Forecasting, Capacity Planning, Customer Behavior Analysis, Metrics Development, Portfolio Optimization,

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