Workforce Manager
Workforce Manager
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Job Description
Were building a relationship-oriented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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 youll 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.Youll have the flexibility to manage your work activities within a hybrid work arrangement where youll spend 1-3 days per week on-site while other days will be remote.
How youll succeed
- Workforce management - We are seeking an experienced leader to oversee a team responsible for short-term workforce forecasting and management within our intraday and scheduling function. In this role you will guide and support your team in delivering accurate short-term forecasting modeling and planning across multiple business lines with a strong emphasis on real-time analysis and optimization of capacity and agent productivity. You will ensure your team continuously monitors and adjusts workforce deployment throughout the day to achieve service level targets proactively addressing any deviations as they arise. The successful candidate will be accountable for managing and approving all offline activities to ensure optimal resource allocation and for supporting the development and execution of immediate action plansboth proactive and reactiveto resolve service level challenges in close collaboration with senior leaders and operations. You will oversee your teams analysis and forecasting of short-term FTE requirements using key workforce management metrics such as call volume average handle time (AHT) load factor schedule adherence attrition and hiring plans. Additionally you will manage the overtime budget approve offline initiatives and ensure the implementation of tactical solutions from the Contact Centre Client Wait Time Playbook including maximizing advance voluntary time off as required. This is a critical leadership opportunity for someone who excels at developing high-performing teams and is committed to operational excellence.
- People Leadership and development - Seeking a dedicated people leader to provide effective leadership to a team of workforce professionals driving high performance and operational excellence. In this role you will lead and motivate your team by promoting workforce best practices and supporting the achievement of key business results. You will be responsible for identifying and developing individual learning plans fostering professional growth and building a strong team spirit. By encouraging collaboration and supporting your team in reaching their ambitions you will play a vital role in cultivating a high-performing engaged workforce. Provide strong leadership to drive the evolution of Workforce Management (WFM) practices ensuring alignment with CIBCs vision of being a leader in client relationships. Build and nurture strategic partnerships to influence meaningful change while consulting with stakeholders to design and implement impactful training and communication strategies that enhance awareness of Call Centre practices and processes. Lead by example partnering with team members to provide coaching and mentorship that upholds the professional representation of the Workforce Management department. Inspire a results-oriented culture of continuous improvement rooted in the values of teamwork leadership relationship management innovation and integrity. Foster a positive and inclusive work environment by serving as a role model who champions CIBCs mission vision and values. Demonstrate fairness and consistency in applying policies standards guidelines and controls ensuring employees have clarity and confidence in their expectations. Through visionary leadership cultivate a high-performing team that drives success and builds trust across the organization.
- 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.
- Thought leadership Maintain in-depth and specialized knowledge of the industry standards required skills and trends. Utilize information to develop and present recommendations in order to keep Workforce practices leading class. Act as a subject matter expert and escalation point in handling relatively complicated unusual or sensitive issues problems or requests. Recommend viable solutions and improvements to existing procedures
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. Youre 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 its the right thing to do.
- Youre 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
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.
We may ask you to complete an attribute-based assessment and other skills tests (such as simulation coding French proficiency MS Office). Our goal for the application process is to get to know more about you all that you have to offer and give you the opportunity to learn more about us.
Job Location
Toronto-81 Bay 18th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking Capacity Planning Customer Experience (CX) Data Analysis Intraday People Management Performance Management (PM) Process Improvements Scheduling TeamworkRequired Experience:
Manager
Employment Type
Full-Time
