Workforce Manager

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 Workforce Manager, you will play a critical role in supporting all Workforce Optimization functions. You will provide direction, guidance, and leadership to a team of analysts, ensuring the effective planning, scheduling, and execution of workforce management activities. This includes day to day intraday operations, designing and managing short-term offline planning, creating schedules, and overseeing the execution of shift and vacation bids. Your focus will be on driving continuous improvement in key metrics, such as service level consistency, to enhance customer satisfaction and the overall client experience. By optimizing existing processes, improving operational efficiency, and implementing key tactics, you will contribute to the success of the team and the business it supports. This role involves close collaboration with senior leadership within the contact centres to align workforce strategies with broader organizational goals.
- 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
- Engagement and Relationship Management - Manage partner adherence to WFM infrastructure and processes including but not limited to establishing proper load factor codes / agent IDs, tracking and controlling dollar operating expenses tied to bank hours/OT, and actively participating in long term shift bids / vacation bids. Participate in WFM change management strategy
- Reporting & Analytics and Projects - Analyze key datasets and provide insights that will lead to operational efficiencies. Responsible for proactively preparing operational efficiency recommendations to Senior Leadership Team. Report on the implementation of scheduling projects.
- Tactical execution - Subject matter expert on trends (driven both by internal activities and external factors) to ensure our real time planning as well as execution adjusts to reflect client demand. Provide tactical guidance on key projects and initiatives as they relate to Intraday/ Short term forecasting and the overall client experience delivered in our contact centres.

Who you are
- Strong Leader - You are a bold and authentic leader who is passionate about developing and coaching to bring out the best in people. Support and mentor team members through knowledge sharing, collaboration and effective problem solving.
- 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.
- You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
- You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
- 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- 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. Job Location

Toronto-81 Bay, 18th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Capacity Planning, Customer Experience (CX), Data Analysis, Intraday, People Management, Performance Management (PM), Process Improvements, Scheduling, Teamwork