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Added 2 mins ago
PB
Delivery Driver (Class 3A)
P.E.I. Bag Co. Ltd.
Central Bedeque, PE
- Full-time
Pick up raw materials and supplies as directed by the Customer Service & Logistics Manager.
Added 3 mins ago
WG
accommodations manager
Worsley Gateway Inn
Worsley, AB
- From $38.79 CAD / hour
- Full-time
- On-site
Added 6 mins ago
SH
Sales Manager
Sandman Hotel Group
Prince George, BC
- $54,000 to $64,000 CAD / year
- Full-time
- On-site
…continued success is our people and their ability to take great care of our guests.If your purpose and values match ours of...We Love People, Growth, Challenge & Connections, we would…
Added 8 mins ago
VH
Registered Nurse Class B (RNCB)
Vitalité Health Network
Moncton, NB
- $46.58 to $56.73 CAD / hour
- Full-time
- On-site
…resume to their application.JOB SUMMARY:Reporting to the Nurse Manager, Clinical Programs, Surgical Services, the incumbent serves as a nurse advisor and clinical expert. They fulfil a…
Added 10 mins ago
PC
Senior Account Manager
Provincial Credit Union
O'Leary, PE
- Full-time
We’re looking for a Senior Account Manager to join our Business Services team and manage a complex portfolio of commercial members. This is an opportunity for an experienced business lender…
Added 26 mins ago
W
(CAN) Relief Pharmacist, Full Time
Walmart
North Battleford, SK · Prince Albert, SK · Saskatoon, SK
- Full-time
The Relief Pharmacist assists the Pharmacy Manager and the Staff Pharmacist in all aspects of Pharmacy Operations.
Added 26 mins ago
W
(CAN) Pharmacy Manager
Walmart
Bridgewater, NS
- Full-time
Develop and establish collaborative relationships with other health care providers within the store (clinics, Vision Centre, their community etc.). Ensure that Pharmacy is open and…
Added 26 mins ago
W
Staff Pharmacist
Walmart
Waterloo, ON
- Part-time
The Staff Pharmacist assists the Pharmacy Manager in all aspects of the Pharmacy Operations. Provides patient care specific to each patient based on feedback received during patient…
Added 26 mins ago
W
Pharmacy intern
Walmart
Windsor, ON
- Full-time
…meet patient's drug-related needs, practices patient-focused care in partnership with patients and other health care providers, to achieve positive health outcomes and/or to maintain or…
Added 26 mins ago
W
Staff Pharmacist
Walmart
Amherstburg, ON
- Part-time
The Staff Pharmacist assists the Pharmacy Manager in all aspects of the Pharmacy Operations. Provides patient care specific to each patient based on feedback received during patient…
Added 26 mins ago
W
Staff Pharmacist
Walmart
Hamilton, ON
- Full-time
The Staff Pharmacist assists the Pharmacy Manager in all aspects of the Pharmacy Operations. Provides patient care specific to each patient based on feedback received during patient…
Added 26 mins ago
W
Staff Pharmacist
Walmart
Port Elgin, ON
- Full-time
The Staff Pharmacist assists the Pharmacy Manager in all aspects of the Pharmacy Operations. Provides patient care specific to each patient based on feedback received during patient…
Added 26 mins ago
W
PHARMACY ASSISTANT
Walmart
Portage la Prairie, MB
- Part-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…
Added 26 mins ago
W
Pharmacy Assistant
Walmart
Peterborough, ON
- Part-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…
Added 27 mins ago
TD
Sales Manager
Target Digital Canada
Vancouver, BC
- Full-time
We are seeking a driven and relationship-oriented Sales Manager to help expand our presence in the BC market. This role is ideal for someone with strong B2B sales experience, particularly…
Added 27 mins ago
EC
Mental Health & Addiction Treatment Support Worker FT
EHN Canada
Carters Point, NB
- $21 to $23 CAD / hour
- Full-time
…offered across the country, providing essential compassionate care to patients wherever they…
Added 27 mins ago
R|
Clerical Assistant
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…and basic research studies that aim to improve the primary care of patients and, to reduce the consequences of cardiovascular…
Added 27 mins ago
P
INJECTION MOULDING TECHNICIAN
PreciKam
Montreal, QC
- Full-time
Or equivalent experience as judged by the hiring manager to their satisfaction.
Added 29 mins ago
W
(CAN) Pharmacy Assistant
Walmart
Wainwright, AB
- Part-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…
Added 29 mins ago
W
(CAN) Pharmacy Manager
Walmart
North Battleford, SK
- Full-time
Develop and establish collaborative relationships with other health care providers within the store (clinics, Vision Centre, their community etc.). Ensure that Pharmacy is open and…
Added 29 mins ago
W
Part time pharmacy assistant
Walmart
Calgary, AB
- Part-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…
Added 29 mins ago
W
(CAN) Staff Pharmacist (Full-Time)
Walmart
Brampton, ON
- Full-time
The Staff Pharmacist assists the Pharmacy Manager in all aspects of the Pharmacy Operations. Provides patient care specific to each patient based on feedback received during patient…
Added 29 mins ago
W
District Relief Pharmacist - Part Time
Walmart
Brampton, ON
- Part-time
The Relief Pharmacist assists the Pharmacy Manager and the Staff Pharmacist in all aspects of Pharmacy Operations.
Added 29 mins ago
W
Pharmacy Assistant
Walmart
St. Catharines, ON
- Part-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…
Added 29 mins ago
W
(CAN) Pharmacy Assistant
Walmart
Edmonton, AB
- Part-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

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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.

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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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