Team Leader - Credit Card Contact Centre


We're on a mission to build the relationship-focused bank of the future and we're looking for the passionate collaborators, innovators, advisors, and leaders who can get us there. Our distinct culture is built on a shared commitment to do what's right for our clients, our people, and our communities, and we strive for excellence in everything we do. Because life at CIBC is not only what you do, but how you do it.
To learn more about CIBC, please visit CIBC.com

What You'll Be Doing
The Team Leader will provide direction, guidance, and support to a team of up to 15 Contact Centre Representatives in CIBC's Credit Card Contact Centre. You will develop, coach and empower team members to provide clients with a superior sales and service experience. You will support employees in transferring the skills and knowledge they have acquired in training into success.
How You'll Succeed
  • People Leadership - Develop a team of Customer Service Contact Centre Representatives through daily coaching and long term mentorship.
  • 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 can demonstrate experience in leading a large team of people leaders, preferably in a contact centre environment. Knowledge of the Credit Cards Department is considered an asset.
  • You are a bold and authentic leader . You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
  • You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
  • Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
  • 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, our people are our greatest asset. You'll become part of a diverse community that acknowledges everyone's unique talents, and empowers teams to do what's right for the client, and to do it well. As part of our team, you will:
  • Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
  • Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
  • Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
  • Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan

    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 during the application or interview process, please contact Mailbox.careers-carrieres@cibc.com
  • You need to be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work or study permit
  • This is a call centre environment with 7 day operation, open from 7am to midnight. Working extended hours and working weekends may be required
  • Apply Now