Call Center Manager II


The PrivateBank provides middle market commercial banking, personal and small business banking, and private banking and investment management services. The PrivateBank is an indirect, wholly owned subsidiary of CIBC, a Toronto-based, global financial institution with a 150 year history, serving 11 million personal and business clients. We provide a comprehensive benefit package including paid vacation and holidays, 401(k) with employer match, insurance and EAP. Please visit our web site to learn more about The PrivateBank. The PrivateBank is an Equal Opportunity Employer M/F/Disability/Veteran.


  • Improve the overall client experience by coaching, role modeling, and providing a high standard of client service.

  • Be visible and available to help team and clients, particularly during high traffic periods.

  • Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational and departmental goals.

  • Challenge team to excel levels of performance and service.

  • Provide ongoing coaching and learning for continuous improvement of the Client Support Specialists.

  • Build strong, key relationships with staff, clients, peers, partners, business owners, and vendors.

  • Implement and monitor operational tasks to ensure sufficient audit results


  • Ability to provide and coach an excellent client experience

  • Strong interpersonal, communication, and analytical skills

  • Excellent organizational and leadership skills with problem-solving ability

  • Positive and patient

  • Knowledge of performance evaluation and client service metrics

  • Management experience is required

  • Client service experience is required

  • Retail Banking experience is an asset

  • Call Center experience is an asset

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