WFM Real Time Analyst co-op
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Before you apply
LocationToronto, ON
Typeinternship
SeniorityEntry
Company size10,000+ people
PostedOct 22, 2026 · 2w ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
Ability to track real-time call, chat against forecasted demand
Monitor agent states using workforce management applications
Make rapid live adjustments such as reassigning agents, approving overtime
Respond immediately to unexpected call spikes and system outages
Log operational exceptions and produce end-of-shift metrics
Act like an owner, take the lead, go above and beyond
Passionate about people, build trust through respect
Influence through relationships and networks
Give meaning to data, investigate complex problems
Live your values with high standards and genuine care
You must be currently enrolled in post-secondary education and returning to full-time studies
Legally eligible to work at the location(s) specified
Skills
Microsoft Excel
Microsoft Excel Pivot Table
Lookup Functions
Benefits
Competitive compensation
Wellbeing support
Employee and family assistance programs
About the company
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
The WFM Real Time team 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. The candidate will provide 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.
About the role
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
Important
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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.
Requirements
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You must be currently enrolled in post-secondary education and returning to full-time studies to be eligible. However, you do not need to be in a registered Co-Op program to be considered for a role.
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Recruitment timeline: Applications review – October; Interviews – October/ November; Offers - November
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Please include your resume (no more than 2 pages), a cover letter (no more than 1 page), and your most recent unofficial transcript with your application. These should all be uploaded into the Resume section of the application as one pdf document
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This is an 8 month co-op opportunity.
How you’ll succeed
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Live Queue Monitoring: Track real-time call, chat, against forecasted demand.
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Schedule Adherence Tracking: Monitor agent states (on-call, in-training, break, lunch, or offline) using workforce management applications to ensure team members follow their assigned schedules.
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Intraday Adjustments: Make rapid live adjustments, such as reassigning agents to different skill queues, approving or calling for overtime (OT), or offering voluntary time off (VTO)
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Incident & Spike Management: Respond immediately to unexpected call spikes, system outages, or high average handle times (AHT) to protect Service Level Agreements (SLAs)
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Reporting & Documentation: Log operational exceptions, update intraday tracking sheets, and produce end-of-shift or daily summary metrics and possibly with automations skills, can automate reputative task to make it more efficient.
Who you are
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You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results
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You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
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Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
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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.
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You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.
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.
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We work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs and MomentMakers, our social, points-based recognition program.
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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.
*Subject to program terms and conditions
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 [email protected]
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CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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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 test (such as simulation, coding, French proficiency).
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We use artificial intelligence tools during the recruitment process. 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.
Expected End Date
2027-08-20
Job Location
Toronto-81 Bay, 18th Floor
Employment Type
Temporary (Fixed Term)
Weekly Hours
37.5
Skills
Automation, Data Manipulation, Data Oriented, Logical Thinking, Lookup Functions, Microsoft Excel, Microsoft Excel Pivot Table