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Added 1 day ago
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Simplii Financial Personal Banking Representative - (12 Months contract)
CIBC
Halifax, NS
- Full-time
…wellbeing support and additional offers such as employee and family assistance programs and MomentMakers, our social, points-based recognition…
Added 1 day ago
A
Industrial Engineer
adidas
Brantford, ON
- Full-time
Interact with hourly distribution center employees to identify best practices and serve as a change agent
Added 1 day ago
E
Senior Manager, Digital Strategy & Operations
Equinix
Toronto, ON
- Full-time
…to shape their future.A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams,…
Added 1 day ago
A
BDC Agent - Parkland Chrysler Dodge Jeep Ram
AutoCanada
Spruce Grove, AB
- $40,000 to $50,000 CAD / year
- Other
Added 2 days ago
M
Dynamics 365 CRM Solution Engineer
Microsoft
Calgary, AB · Edmonton, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
- Full-time
…Sales, Dynamics 365 Customer Service, Dynamics 365 Contact Center, Dynamics 365 Field Service, Copilot Studio, and AI Agent solutions. You will proactively collaborate with partners early…
Added 2 days ago
C
Developer - Virtual Agent Administrator
CGI
Montreal, QC
- Full-time
The Developer is responsible for developing and supporting our Contact Center local and hosted toolset including our Virtual Agent AI solutions.
Added 3 days ago
M
AI Business Solutions
Microsoft
Calgary, AB · Edmonton, AB · Vancouver, BC · Winnipeg, MB
- Full-time
…business requirements into prioritized Copilot scenarios and agent solutions, and drive deployment, active usage, adoption, and expansion across the customer's…
Added 4 days ago
NB
Senior Director AI and Operations Engineering
National Bank of Canada
Montreal, QC
- Full-time
…solutions that combine AI, automation, software development and agent technologies to simplify processes, increase operational capacity, improve the client experience and employé.es and…
Added 4 days ago
C
WFM Real Time Analyst co-op
CIBC
Toronto, ON
- Full-time
…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…
Added 4 days ago
MC
Resolution Agent Coordinator Canada
MSC Cruises
Mississauga, ON
- Full-time
The Resolution Agent Coordinator serves as a key support resource for Contact Center agents, providing real-time assistance to resolve complex booking-related issues. This role helps drive…
Added 5 days ago
Guest Service Agent
Northland Properties
Toronto, ON
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 5 days ago
Industry Advisor - Public Safety
Softchoice
Ottawa, ON
…transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and…
Added 5 days ago
Guest Service Agent
Northland Properties
Langley (District), BC · Langley, BC
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 5 days ago
Guest Service Agent
Northland Properties
Dartmouth, NS
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 8 days ago
GV
Senior Cybersecurity Engineer (Center of Excellence)
GE Vernova
Markham, ON
- $146,200 to $219,200 CAD / year
- Full-time
We are looking for a senior OT cybersecurity engineer to join the Grid Automation Cybersecurity Center of Excellence (COE). The COE is a new central team within the Grid Automation OT…
Added 8 days ago
Guest Service Agent
Northland Properties
Terrace, BC
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 9 days ago
C
WFM Real Time Analyst co-op
CIBC
Toronto, ON
- Full-time
…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…
Added 10 days ago
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Principal Product Manager, Omnichannel CX
Nextiva
Canada
- Full-time
Define and prioritize investments across omnichannel engagement, shared inboxes, agent workspaces, workflow automation, routing, analytics, and AI-powered productivity tools.
Added 11 days ago
Night Auditor
Northland Properties
Toronto, ON
Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
Added 12 days ago
B
Material Logistics Agent
Bombardier
Dorval, QC
- Full-time
Added 12 days ago
Guest Service Agent
Northland Properties
Kamloops, BC
First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our…
Added 13 days ago
M
Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Toronto, ON
- Full-time
Designing AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.
Added 14 days ago
WB
Ticket & Product Sales Agent
Whistler Blackcomb
Whistler, BC
- Temporary
The Ticket and Product Sales Agent is part of the Product Sales & Services (PSS) Department who delivers outstanding guest service while facilitating the sale of Activities, Tickets,…
Added 14 days ago
Ticket & Product Sales Agent
Vail Resorts
Whistler, BC
The Ticket and Product Sales Agent is part of the Product Sales & Services (PSS) Department who delivers outstanding guest service while facilitating the sale of Activities, Tickets,…
Added 15 days ago
D
Mental Health Intake Agent (Night)
Dialogue
Canada
- Internship
Reporting to Sarine Moumdjian, Manager, Member Services, your role will be to support Employee Assistance Program (EAP) members contacting Dialogue through the call center. The Mental…

CIBC

WFM Real Time Analyst co-op

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 16, 2026
Posting language: English
Posted: Oct 27, 2026

Original 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

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.

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

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.

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.

Recruitment timeline: Applications review – October; Interviews – October/ November; Offers - November

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

This is an 8 month co-op opportunity.

How you'll succeed

Live Queue Monitoring: Track real-time call, chat, against forecasted demand.
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.
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)
Incident & Spike Management: Respond immediately to unexpected call spikes, system outages, or high average handle times (AHT) to protect Service Level Agreements (SLAs)
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

You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results
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.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
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.
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.

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.
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

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
CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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 test (such as simulation, coding, French proficiency).
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

Apply About employer

More about this job

Responsibilities

The role involves real-time monitoring of contact center queues, managing agent schedule adherence, and performing intraday adjustments to meet service level agreements. Additionally, the analyst will produce performance reports, analyze data trends, and support organizational changes within the workforce management system.

Requirements

Candidates must be currently enrolled in post-secondary education and returning to full-time studies to be eligible for this co-op position. Proficiency in Microsoft Office and strong analytical skills are required to manage performance data and operational tasks.

Skills

Automation
Data manipulation
Data analysis
Logical thinking
Lookup functions
Microsoft Excel
Pivot tables
Queue monitoring
Schedule adherence
Intraday analytics
Incident management
Reporting
Documentation
Workforce management
Communication

Benefits

Competitive compensation
Banking benefit
Wellbeing support
Employee and family assistance programs
MomentMakers recognition program

Visa sponsorship

Not detected in the job text

Keywords

WFM
Real Time Analyst
Co-op
Contact Center
Service Level Agreements
Intraday Analytics
Queue Monitoring
Schedule Adherence
Data Analysis
Automation
Microsoft Excel
Pivot Tables
Workforce Management
Operational Reporting
Performance Metrics
Banking
Incident Management
Forecasting
Administrative Support

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