Real Time Analyst

CIBC • Toronto, ON

2d • Hybrid

About The Position

The Real Time Analyst is responsible for actively performing and supporting various activities associated with effectively managing performance to meet service targets. The role uses judgement to produce daily operating statistics and provide trending and analysis on overall performance and to provide advice based on analysis and any applicable concepts and policies. The role analyzes data to discern the optimal way to perform detailed analytical and evaluative review of specific intraday performance factors. Real Time Analyst provides professional support through timely and accurate delivery of Intraday analytics. In addition, the role involves supporting our contact center with processing organizational changes, learning initiatives, acting as the admin for WFM system and processes that impact operations and frontline employees. This role requires flexibility as your hours will be based on business needs. Business hours for this role are Monday to Friday between 7:00AM-10:00PM, Saturday and Sunday between 8:00AM-8:00PM including STAT Holidays. Timings mentioned are in Eastern time (ET). If there is any change in hours, resource will be informed in advance and has to be flexible to adapt the same. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. We have embarked on an Agent@Home remote work program. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes. Agent @ Home Program Requirements Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes). Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps). Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

Requirements

• Ability to manage time and multiple commitments in a fast paced and at times stressful environment.
• Problem solving techniques and the ability to generate solutions, decide on a course of action and be accountable for actions.
• Writing skills sufficient to draft communications material and write straightforward explanations.
• Extensive knowledge of banking operations relating to policies, procedures and systems, with a good understanding of contact centre operations.
• Knowledge of PC (i.e. Word, Excel), and keyboarding skills.
• Working knowledge of mainframe applications and systems (Verint) sufficient to accomplishing tasks.
• Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes).
• Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
• Legally eligible to work at the location(s) specified and, where applicable, must have a valid work or study permit.

Nice To Haves

• Previous experience in workforce management domain is an asset.
• Visual Basic Macro, Power BI/Automate skills and experience to simplify day to day repetitive activities.

Responsibilities

• Actively perform and support various activities associated with effectively managing performance to meet service targets.
• Use judgement to produce daily operating statistics and provide trending and analysis on overall performance.
• Provide advice based on analysis and any applicable concepts and policies.
• Analyze data to discern the optimal way to perform detailed analytical and evaluative review of specific intraday performance factors.
• Provide professional support through timely and accurate delivery of Intraday analytics.
• Support contact center with processing organizational changes and learning initiatives.
• Act as the admin for WFM system and processes that impact operations and frontline employees.

Benefits

• Competitive salary
• Incentive pay
• Banking benefits
• Benefits program
• Defined benefit pension plan
• Employee share purchase plan
• Vacation offering
• Wellbeing support
• MomentMakers, our social, points-based recognition program
• Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed