We’re building a relationship-oriented bank for the modern world.

Business

Banking supports entrepreneurs and business owners with advice, service, and solutions that help them manage and grow their businesses. As a Business Client Advice Centre Team Leader, you’ll lead a team of 10-12 inbound phone agents who support clients through the Business Client Advice Centre inbound queue. You’ll coach and develop your team to deliver a high standard of customer service while ensuring client requests are triaged effectively and handled with care.

You’ll oversee day-to-day contact centre operations, monitor performance, and manage operational metrics and call quality to help the team achieve robust results. In this fast-paced environment, you’ll balance people leadership, operational excellence, and client focus to create a positive experience for both clients and team members. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis.

All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes. Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.

Wired

Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).



Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

The Business Client Advice

Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 6:00 PM ET. You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules. Hours could change to accommodate future branch hours and to support branches nationally.

People leadership - Lead, coach, and support a team of 10-12 inbound agents to deliver a high-quality client experience and meet team objectives. Performance management - Monitor operational metrics, review call quality, and provide timely feedback and coaching to strengthen individual and team performance. Client service excellence - Help ensure inbound client calls are handled professionally, efficiently, and in line with service expectations while supporting effective triage of requests.

Operational oversight - Manage day-to-day contact centre activities, prioritize workflow needs, and support consistent execution of established processes and standards. Collaboration - Partner with leaders and internal teams across Business Banking to address service issues, share insights, and support continuous improvement.



Problem solving - Use sound judgment to address escalations, resolve service challenges, and identify opportunities to improve team effectiveness and the client experience.

You have experience providing coaching and hands on support to meet team goals. You know that relationships and networks are essential to success. You can demonstrate experience in contact centre operations, coaching employees, managing operational metrics, call quality oversight, customer service, and working in a fast-paced environment.

Your critical thinking skills help to inform your decision making. You’re fluent in French and English to serve our clients in the community. 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.

All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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 test (such as simulation, coding, French proficiency).

We use artificial intelligence tools during the recruitment process. ON-81 Bay Street-Virtual Client Service, Credit Consulting, Credit Products, Data Analysis, Market Trends, Problem Resolution, Relationship Building, Risk Assessments #

📌 Business Client Advice Centre - Agent Team Leader - Bilingual (Toronto)
🏢 CIBC
📍 Toronto