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
Reporting to the Sr Manager, Channel Optimization, the Sr Analyst, Channel Optimization leads work packages, and business analysis, in support of the Contact Centre Channel Optimization strategy. The incumbent will partner with teams within Channel Optimization and other functional areas to drive client-focused initiatives that will ensure CIBC remains relevant to Canadians changing banking behaviors. With the proliferation of Smartphones and Tablets across the country, and the subsequent increase in digital channel usage, we need to deliver a deeper client relationship as well as facilitate an omni-channel relationship – so clients can bank how and when they want. As a result, the immediate focus will be on identifying client service failures experienced in self-serve channels (digital & IVR) & agent empowerment opportunities to accelerate adoption and migrate our clients usage for routine transactions to self-serve channels.
How You’ll Succeed
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Creative/Problem Solver – You can identify, quantify, recommend and document call reduction reasons and opportunities that will help in achieving annual objectives
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Intuitive / Knowledge Driven – You can conduct independent researches on existing policies, procedures, methodologies and systems that support the current state and identify changes needed to support revised processes. Work with business and process engineering to identify and build process improvements into design
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Detail Driven – You extract findings and gather insights through data mining (currently using Verint Speech Analytics and other sources) and can prepare and document all required artifacts from idealization to post implementation tracking and reporting including call trends over time
Who You Are
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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 that is sound and insightful.
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You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
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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.
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You can demonstrate experience related in contact centres thought your acquired knowledge as frontline agent or other support functions allowing you to balance client and agent. Knowledge of speech analytics is preferred.
What you need to know
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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
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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
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We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, 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, 22nd Floor
Employment Type
Regular
Weekly Hours
37.5
Primary Recruiter
SANJAY KANOJIA
Skills
Agile Methodology, Business Analysis, Group Problem Solving, Microsoft Excel, Microsoft PowerPoint, Microsoft Visio, Microsoft Word, Process Changes, Process Improvements
Top Skills
CIBC Toronto, Ontario, CAN Office
Square, 81 & 141 Bay, Toronto, Ontario, Canada
