WFM Real Time Analyst Co-op

Location: Toronto, ON; work arrangement includes a proportion of on-site and remote work to be discussed during the interview. The role is based at Toronto-81 Bay, 18th Floor.

Compensation: Competitive compensation and banking benefits, subject to program terms and conditions.

Company

Building a relationship-oriented bank for the modern world, with a focus on client relationships, inclusion, teamwork, trust, and accountability.

What you will do

• Monitor live call and chat queues against forecasted demand.
• Track schedule adherence and agent states using workforce management applications.
• Make intraday adjustments, including reassigning agents to skill queues and managing overtime or voluntary time off.
• Respond to unexpected call spikes, system outages, and high average handle times to protect service level agreements.
• Log operational exceptions, maintain intraday tracking sheets, and produce end-of-shift and daily performance metrics.
• Support contact center organizational changes, learning initiatives, and workforce management system administration; automate repetitive tasks where possible.

Requirements

• Currently enrolled in post-secondary education and returning to full-time studies.
• Eligibility to work at the specified location and, where applicable, a valid work or study permit.
• Ability to monitor and analyze real-time operational data and produce accurate statistics and reports.
• Logical thinking, data-oriented analysis, data manipulation, and lookup functions.
• Microsoft Excel and Microsoft Excel pivot tables.
• Ability to investigate complex problems, interpret detailed information, and communicate findings effectively.
• Ownership, initiative, relationship-building, influence, respect, authenticity, teamwork, and accountability.

Nice to have

• Enrollment in a registered Co-op program is not required.
• Automation skills for repetitive operational tasks.

Culture & Benefits

• Competitive compensation and banking benefits, subject to program terms and conditions.
• Wellbeing support and employee and family assistance programs.
• MomentMakers, a social points-based recognition program.
• Inclusive and accessible candidate and employee environment.
• Access to spaces and technology designed to support collaboration and innovative client solutions.

Hiring process

• Applications are reviewed in October, interviews take place in October and November, and offers are expected in November.
• An attribute-based assessment and skills tests may be required, including simulation, coding, French proficiency, or Microsoft Office testing.
• Submit a resume of no more than two pages, a cover letter of no more than one page, and the most recent unofficial transcript as one PDF document.