Cibc
RealTimeAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Real Time Analyst at Cibc. Skills: Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics. Perform and support activities managing performance. Produce daily operating statistics”
What You'll Achieve.
Meet service targets
Industry & Context.
Problem Solving; Decision Making; Investigating complex problems; Making sense of information
Flexibility as hours will be based on business needs, Business hours are Monday to Friday between 7:00 AM-10:00 PM, Saturday and Sunday between 8:00 AM-8:00 PM including STAT Holidays (ET), Ability to adapt to changes in hours, Meet Agent@Home program requirements, Able to attend primary work location within two hours' notice, Ability to work independently in a private and quiet workspace, Wired Internet connection (minimum download speed of 15 mbps and upload speed of 10 mbps), Satellite internet providers are prohibited, May be asked to complete an attribute-based assessment and other skills test, Use of artificial intelligence tools during the recruitment process
What They're Looking For.
Must Have
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, Good understanding of contact centre operations, Knowledge of PC (i. e. Word, Excel), Keyboarding skills, Working knowledge of mainframe applications and systems (Verint), Ability to work independently in a private and quiet workspace, 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 specified location(s), Valid work or study permit (where applicable)
Nice to Have
Previous experience in workforce management domain, Visual Basic Macro skills, Power BI skills, Automate skills
What You'll Do.
Perform and support activities managing performance
Produce daily operating statistics
Provide trending and analysis on performance
Provide advice based on analysis
Analyze data for optimal performance
Perform detailed analytical and evaluative review
Provide professional support through timely analytics
Support contact center with organizational changes
Support contact center with learning initiatives
Act as admin for WFM system and processes
How You'll Work.
Communication Scope
Writing skills sufficient to draft communications material
Full Job Description
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](https://www.cibc.com/en/about-cibc.html) **What you’ll be doing** 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 requi
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