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
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.
How You’ll Succeed
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.
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
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
Experience with Verint Workforce Management forecasting, reporting and Strategic Planner tools is considered an asset
What CIBC Offers
At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well.
As part of our team, you will :
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
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.
Toronto-750 Law Ave. W., W1