Use Microsoft Excel and data analysis at CIBC as a Real Time Workforce Analyst Co-op in Toronto, supporting contact center performance.
This eight-month co-op supports WFM Real Time activities and intraday analytics. You will monitor performance, interpret operating statistics, and advise on service targets. The work also includes workforce management applications, organizational changes, learning initiatives, and process administration.
Key Responsibilities: Monitor live call and chat queues against forecasted demand
Track agent schedule adherence using workforce management applications
Make intraday queue, overtime, and voluntary time off adjustments
Respond to call spikes, outages, and high average handle times
Document exceptions and produce daily summary metrics
Requirements: Currently enrolled in post-secondary education
Returning to full time studies after the co-op
Microsoft Excel, pivot table, and lookup function skills
Data manipulation, logical thinking, and automation skills
Ability to communicate detailed information clearly
Bring data-oriented judgment, Microsoft Excel expertise, and real-time monitoring skills to CIBC’s Toronto workforce management team.

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📌 Real Time Workforce Analyst Co-op (Ontario)
🏢 CIBC
📍 Ontario