Job Description

We\xe2\x80\x99re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what\xe2\x80\x99s 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



What you\'ll be doing

As a member of CIBC\xe2\x80\x99s 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.

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.

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 \xe2\x80\x93 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\xe2\x80\x99s the right thing to do.

You\xe2\x80\x99re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

You\xe2\x80\x99re goal oriented. You\xe2\x80\x99re 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 compensation, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and moment makers, our social, points-based recognition program

Our spaces and technological toolkit will make it simple to bring together great minds to build 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

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

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.

Job Location Lasalle, 8301 rue Elmslie

Employment Type Regular

Weekly Hours 37.5

Skills

Analytical Thinking, Call Center, Client Relationship, Communication, Customer Experience (CX), Customer Service, People Management, Quality Assurance (QA) Standards, Work Collaboratively

CIBC