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Added 23 days ago
SM
Senior Manager, Business Insights
Spin Master
Toronto, ON
- Full-time
…and owner of our single source of business truth. You will lead a talented team of analysts to transform complex, multi-channel toy data (including retail POS, inventory, licensing, and…
Added 23 days ago
SI
Sales Manager
Synectics Inc.
Oakville, ON
- $70,000 to $75,000 CAD / year
- Full-time
…and bi-folding systems for restaurants, hospitality venues, retail spaces, and other commercial…
Added 23 days ago
L
Visual Merchandiser
lululemon
Vancouver, BC
- Full-time
Visual Merchandising at lululemon showcases product to increase channel performance while elevating guest experience s and brand recognition. As the Visual Merchandiser you will be…
Added 23 days ago
A
Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
This is an active, in person, hands-on role. Operating independently, you will lead performance sessions where you will guide team members through their training at client care. Your goal…
Added 23 days ago
TT
Sales Development Representative
trane technologies
Montreal, QC
- Full-time
We're looking for a hungry, competitive Sales Development Representative (SDR) to help fuel our growth.
Added 23 days ago
Senior Regional Insurance Manager, Omni Channel Distribution, Ontario
Scotiabank
Hamilton, ON
…and BNSIA onboarding and coaching teams that offer Scotiabank retail lending products. The incumbent supports the achievement of regional business objectives by driving product knowledge,…
Added 23 days ago
L
Senior Manager - NA Brand Marketing
lululemon
Vancouver, BC
- Full-time
Leading large scale and complex marketing initiatives/campaigns requiring development of strategy, cross functional marketing plans and execution of integrated omni-channel campaigns.
Added 23 days ago
SM
Senior Manager, Business Insights
Spin Master Ltd
Toronto, ON
- Full-time
…and owner of our single source of business truth. You will lead a talented team of analysts to transform complex, multi-channel toy data (including retail POS, inventory, licensing, and…
Added 23 days ago
Senior Regional Insurance Manager, Omni Channel Distribution
Scotiabank
Edmonton, AB
…and BNSIA onboarding and coaching teams that offer Scotiabank retail lending products. The incumbent supports the achievement of regional business objectives by driving product knowledge,…
Added 23 days ago
Area Manager, Channel Retail
Apple
Canada
Apple’s Sales organization generates the revenue needed to fuel our ongoing development of products and services. This, in turn, enriches the lives of hundreds of millions of people around…
Added 23 days ago
OO
Senior Manager, OCS.ca & eCommerce
OCS Ontario Cannabis Store
Toronto, ON
- $137,000 to $147,000 CAD / year
- Full-time
…performance, optimization, and day-to-day management of the OCS.ca channel. Serving as the business lead for Ontario's online cannabis retail channel, the role drives revenue growth,…
Added 23 days ago
R(
Store Manager - Complexe Pointe-Claire
Reitmans (Canada) Ltée/Ltd
Pointe-Claire, QC
- Full-time
Recruitment & Development: Attract top talent, plan succession, and build a high-performing team through training and performance management.
Added 23 days ago
Senior Manager, OCS.ca & eCommerce
OCS Ontario Cannabis Store
Toronto, ON
…performance, optimization, and day-to-day management of the OCS.ca channel. Serving as the business lead for Ontario's online cannabis retail channel, the role drives revenue growth,…
Added 23 days ago
UC
Manager, E-Commerce Merchandise Planning
Uniqlo Canada
Toronto, ON
- $105,000 to $121,000 CAD / year
- Full-time
…trajectory and long-term success of UNIQLO Canada's online…
Added 23 days ago
U
Manager, E-Commerce Merchandise Planning
UNIQLO
Toronto, ON · Greater Toronto Area, Canada
- $105,000 to $121,000 CAD / year
- Full-time
…trajectory and long-term success of UNIQLO Canada's online…
Added 24 days ago
MN
Event Producer, B2B
Mosaic North America
Toronto, ON
- Full-time
Mosaic is a leading North American Integrated Agency, specializing in Experiential, Retail & Digital Marketing. At Mosaic, we are never satisfied with the status quo and are in constant…
Added 24 days ago
A
Event Producer, B2B
Acosta
Toronto, ON
- Full-time
Mosaic is a leading North American Integrated Agency, specializing in Experiential, Retail & Digital Marketing. At Mosaic, we are never satisfied with the status quo and are in constant…
Added 24 days ago
GD
Regional Director - Quebec & Atlantic Canada
Groupe Dynamite, Inc Garage
Mont-Royal, QC · Ville Mont-Royal, Quebec
- Full-time
Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.
Added 24 days ago
GD
Sr. Coordinator, Procurement
Groupe Dynamite, Inc Garage
Mont-Royal, QC · Ville Mont-Royal, Quebec
- Full-time
Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.
Added 24 days ago
R
Assistant Store Manager - RW&CO
RW&CO
Langley (District), BC · Langley, BC
- Full-time
Talent Support & Development: Participate in hiring, onboarding, and training team members. Support succession planning and contribute to performance management processes.
Added 24 days ago
GD
Regional Director - Quebec & Atlantic Canada
Groupe Dynamite
Mont-Royal, QC
- Full-time
Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.
Added 24 days ago
GD
Sr. Coordinator, Procurement
Groupe Dynamite
Mont-Royal, QC
- Full-time
Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.
Added 24 days ago
R(
Assistant Store Manager - RW&CO
Reitmans (Canada) Ltée/Ltd
Langley (City), BC · Langley, British Columbia
- Full-time
Talent Support & Development: Participate in hiring, onboarding, and training team members. Support succession planning and contribute to performance management processes.
Added 24 days ago
L
Assistant Manager, Galeries de la Capitale
L'Équipeur
Quebec, QC
- Full-time
At L’Équipeur, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada’s number one destination for industrial and casual apparel and…
Added 24 days ago
M
Retail Business Development Representative
Middlebox
Vancouver, BC
- Full-time
We're seeking a Business Development Representative to grow our clients' retail pipelines in the Indie & Specialty channel - building prospect lists, running cold outreach, tracking retail…

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: Call Center Expertise: You bring 3-5+ years of experience in a high-volume call center environment.
Posting language: English
Posted: Oct 6, 2026

Original job description

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you - the unique, authentic you - to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

About the Role

At ATB Financial, we empower our team to succeed from day one. As a Performance Coach, you are a vital link between a new hire’s potential and their initial performance. You serve as a strategic advisor, acting as a coach and facilitator. This role combines meaningful learning experiences with advanced facilitation and coaching. You will be the point of contact for new team members entering our Everyday Financial Services (EFS) call center, acting as a supportive mentor and trainer. This delivery-focused role combines learning experiences with high-energy classroom facilitation and real-time coaching.

This is an active, in person, hands-on role. Operating independently, you will lead performance sessions where you will guide team members through their training at client care. Your goal is to engage team members throughout their learning journey. You report to the Manager, Client Care Learning & Development, advancing the team's strategic goals through proactive collaboration.

Accountabilities

As the driver of new hire success, you will be expected to:

Facilitate High-Impact Learning: Lead the end-to-end delivery of onboarding programs, continuous learning that includes upskilling, and new product rollouts. You’ll bring the curriculum to life, fostering the engagement and skill-building necessary for advisors to thrive as they move through training and onto the floor.
Curate & Adapt Learning Solutions: Apply adult learning principles to autonomously support creation and refinement of learning experiences from existing or new content. This includes being a reference of support for our instructional designers with interactive workshops that you will facilitate.
Support Practicum Sessions: Provide real time, expert coaching, enabling team members to navigate complex client inquiries with composure and confidence.
Track Performance Awareness: Working with leadership, you will review the learning metrics and collaborate with your team to analyze performance data to understand how those insights influence adoption and iterations of learning interventions.
Be a Compliance Guardian: Ensure every new team member understands and adheres to the non-negotiables including FINTRAC, Authentication, retail banking regulations, and internal security protocols.
Refine the Journey: Act as the eyes and ears in the classroom. You will provide feedback to the Manager on curriculum effectiveness, identifying basic gaps in existing training and support the team in making routine content updates.
Model Excellence: Demonstrate the ATB ID in every interaction. Whether you are facilitating a workshop or hopping on a call to demonstrate a technique, you lead by example.

Knowledge, Skills and Experience

The successful candidate is a high-energy facilitator with a passion for seeing others succeed:

Call Center Expertise: You bring 3-5+ years of experience in a high-volume call center environment. You understand the time to proficiency pressure and have a proven track record of helping others improve their call center metrics including Average Handle Time (AHT), Voice of the Customer (VOC) and Quality scores.
Banking Knowledge: Experience in the financial sector is a major plus. Familiarity with retail banking products and Canadian regulations (like FINTRAC) will give you a significant head start.
Capable Facilitator: You thrive in front of a room (including multi-channel delivery), bringing a proven mastery of classroom delivery. You translate multifaceted banking topics - ranging from system navigation and compliance to the art of client conversations - into digestible and engaging learning experiences.
The Coach Mentality: You don't just tell people what to do; you show them how to do it. You possess high emotional intelligence and the ability to deliver direct, constructive feedback that inspires growth.
Technical & Design Software Savvy: You possess a strong knowledge and practical application of digital tools used to support adult learning and familiarity with navigating Learning Management Systems (LMS) to deploy and track training content.
Education & Certifications: A diploma or certificate in Education, Instructional Design, Human Resources, Business, or a related field is preferred. Professional certifications in adult learning and facilitation (such as CTDP, Certified Training and Development Professional) are considered highly preferred, demonstrating a commitment to proactively applying external industry trends to the learner’s flow of work.

Workplace Arrangement

This role is primarily based on-site at our Calgary Campus office (3699 63 Ave NE, Calgary, AB).

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role - but you might not check all the boxes - we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed - their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com

Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.

Apply About employer

More about this job

Responsibilities

The Performance Coach facilitates onboarding and continuous learning programs for new hires in the call center while providing real-time coaching and performance feedback. They act as a strategic advisor to ensure team members meet performance metrics and adhere to compliance and security protocols.

Requirements

Candidates should have 3-5+ years of experience in a high-volume call center environment and strong facilitation skills. A diploma or certificate in Education, Instructional Design, Human Resources, or Business is preferred, along with knowledge of retail banking and adult learning methodologies.

Skills

Facilitation
Coaching
Call center operations
Adult learning principles
Performance management
Instructional design support
Banking regulations
FINTRAC compliance
Learning Management Systems
Data analysis
Emotional intelligence
Mentoring
Training delivery
Retail banking
Communication

Benefits

Flexible work programs
Inclusive work environment
Learning and development opportunities
Performance enablement

Visa sponsorship

Not detected in the job text

Keywords

Performance Coach
Call Center
Learning & Development
Facilitation
Onboarding
Adult Learning
Banking
FINTRAC
Compliance
Instructional Design
Coaching
LMS
Retail Banking
Performance Metrics
AHT
VOC
Quality Scores
Training
Mentoring
Professional Certification
CTDP
Client Care
Data Analysis
Security Protocols
Upskilling

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