Arshjot Singh, CAPM

Project-focused banking professional with 4 years of experience at CIBC, progressing from Credit Counsellor to Workforce Analyst. Skilled in workforce planning, data analysis, and cross-functional coordination within a high-volume contact centre environment. Experienced in supporting operational change initiatives, optimizing processes, and delivering data-driven solutions that improve service levels and business performance.

Workforce Analyst at CIBC (2026-01 – Present)

• Develop and manage master schedules and intraday staffing plans for National CAM Contact Centres, ensuring optimal coverage aligned with service level targets.
• Monitor real-time performance and adjust staffing to address service level gaps, absenteeism, and volume fluctuations.
• Analyze productive hours, shrinkage, attendance, and interval-level staffing data to identify trends and improve operational efficiency.
• Produce workforce reports (staffing by interval, performance overview, attendance analysis) to support data-driven decisions by senior leadership.
• Partner with Operations and Intraday Dialer teams to implement new schedules, rotations, and workforce strategies.
• Optimize break and lunch schedules to balance employee wellbeing with business capacity requirements.
• Administer and track offline activities including training, town halls, and recognition events to minimize operational disruption.
• Monitor attendance line and update Verint to ensure accurate reporting and compliance.
• Conduct audits on vacation usage, time-off entitlements, and HR compliance to ensure policy adherence.
• Identify staffing gaps and provide recommendations to senior management on hiring or reallocation needs.
• Develop proactive and reactive action plans to address service level challenges and productivity variances.
• Support continuous improvement initiatives by leveraging workforce analytics and forecasting insights.

Credit Counsellor at CIBC (2022-05 – Present)

• Deliver personalized financial analysis and recommendations to clients in a high-volume contact centre, balancing empathy and efficiency under performance targets.
• Partner with internal teams to monitor service levels, attendance, and capacity metrics to support daily workforce operations.
• Prepare and analyze reports on client performance trends, call volumes, and resolution times using Excel and CRM data.
• Support digital adoption by guiding clients through online tools and assisting with account management processes.
• Contribute to scheduling and workload distribution insights shared with supervisors to improve staffing efficiency.

Shift Manager at Wendy's Restaurant (2021-08 – 2022-05)

• Developed and maintained shift schedules for 10+ employees, optimizing staff coverage and reducing service wait times by 25%.
• Analyzed daily sales and labour reports to recommend operational adjustments and meet corporate KPIs.
• Monitored attendance, approved breaks and lunches, and maintained compliance with HR scheduling standards.
• Trained and coached employees to ensure alignment with company policies and service excellence standards.

Bachelor of Business Administration (BBA) in Project Management Specialization – Douglas College (2025-12)

Diploma in Management in Management – Douglas College (2020-12)