Consultant Capacity Planning
Toronto, ON
1d ago

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

Job Description

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

  • 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, 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 :

  • Thrive : Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
  • Connect : Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
  • Develop : Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
  • Prosper : Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
  • 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

    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-750 Law Ave. W., W1

    Capacity Planning

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