Analyst, workforce

Canadian Imperial Bank Of Commerce

Job Location:

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 04-11-2025

Vacancies: 1 Vacancy

Job Summary

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

CAM is currently looking for an Analyst workforce who can be part of dynamic team. As an Analyst workforce you will be responsible for creating staff schedules review information related to staff performance schedule different event or training. The objective is to determine ways to improve operations thought effective staffing decisions so that customer needs are met. Workforce analyst may also produce reports for the business on productive hours and shrinkage planned.

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

Scheduling Work with scheduling software to create master schedules for the various National CAM Contact Centres through the preparation of accurate and timely intraday agent staffing. Schedule dates for event such as Townhall achievers training etc. Optimized breaks & lunch for all departments. Monitor and optimize capacity performance and agent productivity. Optimally administer all offline activities. Develop and implement proactive/reactive action plans to correct service level challenges.
Reporting - Provide workforce reporting (ex. Overview staffing by interval attendance etc.). Analyze key datasets and provide insights that will lead to operational efficiencies.
Staffing - Work closely with the local Intraday Dialer team & Operation team for the implementation of new or changing schedules or rotations. Analyze statistics and make recommendations to Senior Management regarding staffing requirements or gaps.
Attendance Line - Monitor absenteeism advise managers and update Verint accordingly.
Audit - Vacation: Ensure we are always compliance with HR. Break & lunch: Ensure all employee have the proper break and lunch scheduled. Time off Entitlements: Ensure each agent doesnt excess their entitled allowance

Who you are

Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
You embrace and champion change. Youll continuously evolve your thinking and the way you work in order to deliver your best
Youre digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. Knowledge of Microsoft Office & Verint is an asset
Youre organized. Strong organizational and administrative skills are a definite asset. Capable of setting and meeting realistic time frames for completing multiple assignments and achieving desired results.
Youre a team player: Ability to develop and maintain positive working relationships with others.
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-CC East 12th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Adaptability Business Operations Call Volume Forecasting Judgement Metrics Development Portfolio Optimization Prioritization Work Collaboratively Workforce Planning

Required Experience:

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 meaningf...