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
As a member of CIBC’s Contact Centre team, the Senior Team Leader, will provide direction, guidance, and support to a team of Financial Services Representative. You will develop, coach and empower team members to provide clients with superior sales and service experience. You will support employees in transferring the skills and knowledge they have acquired in training into success. The role follows established policies and procedures to analyze situations, data and processes related to the team, team members, and the contact centre as a whole, identifying and removing obstacles in the way of optimal individual and team performance and creating an environment conducive to the exchange of ideas. Please note that it is a 12 months contract.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement will be discussed at the time of your interview.
How you'll succeed
People management - Ensure exceptional staff are recruited, developed, trained, motivated, retained and that performance management processes are followed. Ensure that roles and accountabilities are defined and understood by the agents.
Relationship Management - Build a strong team spirit, encourage team leaders to work together and ensure an appropriate communication process is in place to facilitate information sharing. Provide visible leadership by frequently spending time on the floor and actively engaging with customer associates.
Data Analysis – Review and analyze various data including call activity and performance measures. Use data to identify and remove obstacles preventing optimal team performance.
Who you are
You are a caring and accountable leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.
Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
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 benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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.
*Subject to plan and 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 [email protected]
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 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.
Job Location
Vancouver-400 Burrard 5thEmployment Type
RegularWeekly Hours
37.5Skills
Call Center, Client Service, Coaching, Customer Experience (CX), Outbound Calls, People Management, Quality Assurance (QA) Standards, Work Collaboratively
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