Analyst, Contact Centre Outbound Dialer - Remote

Overview

As the Analyst, Contact Centre Outbound Dialer, you will be responsible for the operational execution, real-time monitoring, and reporting of dialer strategies for all portfolios within CIBC Client Account Management call centers, while enjoying a hybrid work arrangement.

In Short

• Responsible for operational execution and monitoring of dialer strategies.
• Support scheduling and adherence for the Intraday Workforce team.
• Optimize dialer campaigns for efficiency and effectiveness.
• Monitor service level targets and make real-time staffing updates.
• Collaborate with the Intraday Workforce team on scheduling changes.
• Demonstrate knowledge of dialer strategies and implementation.
• Utilize critical thinking and analytical skills to inform decisions.
• Communicate detailed information effectively.
• Adapt to new tools and technologies.
• Embrace company values of trust, teamwork, and accountability.

Requirements

• Experience in contact center environments.
• Knowledge of dialer and ACD reports.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Ability to work collaboratively in a team.
• Digital savviness and adaptability to new technologies.
• Commitment to inclusivity and accessibility.
• Legally eligible to work in Canada.
• Willingness to complete assessments and skills tests.
• Alignment with company values and culture.

Benefits

• Competitive salary and incentive pay.
• Banking benefits and a comprehensive benefits program.
• Defined benefit pension plan and employee share purchase plan.
• Vacation offering and wellbeing support.
• Opportunities for personal and professional growth.
• Social recognition program.
• Hybrid work environment for flexibility.
• Support for career development initiatives.
• Inclusive work culture.
• Access to technological tools for innovation.