Consultant

Description:

How You’ll Succeed

• Analytical and Process Improvement Mindset- Provide analytical support (both proactive and reactive) to the leadership team with respect to their evaluation of complex quantitative issues related to specific operational strategies, processes, procedures and key initiatives. Establish requirements, monitor success, drive continuous improvement, and share ownership of the data integrity for all Contact Centre operational reporting, performance dashboards, and agent-level scorecards. Focus on automation & optimization of manual reporting & analysis to increase productivity.

• Business Analysis and Operations - Support adhoc operational reporting requests from Contact Centre leadership, and support the wire-framing of performance reporting views. Promote an environment that encourages initiative, continuous improvement and learning, and the generation of innovative ideas.

• Relationship Builder with Strong Communication Skills - You are proud of your excellent verbal and written communication skills and how you excel at developing relationships with internal and external business partners. You are not afraid to develop and recommend client focused solutions to routine and non-routine operational problems. You welcome the opportunity to represent your area of specialization and provide input into the development and implementation of projects. Build and maintain business partner relationships with Contact Centre leaders to ensure insights are communicated in a timely and proactive manner. Supports the relationship for a defined portfolio of Contact Centre Senior Managers for all reporting and analytic concerns.

Who You Are

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

• 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'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.

• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.

• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver 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 aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan 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.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.