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Added 11 mins ago
TL
Parts Manager
Transx Ltd
Calgary, AB
- Full-time
Important liaison for managing parts to ensure a balance between operating requirements, customer expectations and parts suppliers. The position explore opportunities of supply chain cost…
Added 11 mins ago
RM
Service Writer
Rocky Mountain Equipment
Medicine Hat, AB
- Full-time
…profitability through expert service, innovative tools, and a customer-centric approach. As Western Canada’s trusted equipment and business partner, RME stands Right by You™, fulfilling our…
Added 11 mins ago
AA
Medical Secretary
Access Alliance
Toronto, ON
- $23.08 to $27.42 CAD / hour
Providing customer service for the entire Health Centre, consistently fostering a welcoming environment for all visitors
Added 11 mins ago
R
Assistant Branch Manager - Greater Toronto Region
RBC
Toronto, ON · Mississauga, ON · Brampton, ON · Markham, ON · Aurora, ON · Vaughan, ON · Richmond Hill, ON · Newmarket, ON
- Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team…
Added 11 mins ago
R
Financial Planner, Relationship Manager
RBC
Georgina, ON
- Full-time
Minimum 3 years’ experience in financial planning
Added 11 mins ago
R
Financial Planner, Relationship Manager
RBC
Barrie, ON
- Full-time
Minimum 3 years’ experience in financial planning
Added 11 mins ago
R
Client Advisor
RBC
Bridgewater, NS
- Part-time
…relationships. If you have the self-motivation to deliver exceptional customer service and thrive in a target based performance environment, you can build a great career with us as a future…
Added 11 mins ago
R
Assistant Branch Manager
RBC
Saanich, BC
- Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team…
Added 11 mins ago
R
Branch Manager - Greater Toronto Region
RBC
Toronto, ON · Mississauga, ON · Brampton, ON · Markham, ON · Aurora, ON · Vaughan, ON · Richmond Hill, ON · Newmarket, ON
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 11 mins ago
R
Branch Manager, Pape and Danforth Branch
RBC
Toronto, ON
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 11 mins ago
R
Client Advisor
RBC
Flin Flon, MB
- Full-time
…relationships. If you have the self-motivation to deliver exceptional customer service and are excited to help clients embrace our digital capabilities, you can build a great career with us…
Added 11 mins ago
R
Financing Specialist
RBC
Ottawa, ON
- Full-time
…compliance support you will contribute to an exceptional client experience by providing superior business, financial and credit advice. Your support as a strategic partner to the Commercial…
Added 11 mins ago
R
Client Advisor
RBC
Virden, MB
- Part-time
…relationships. If you have the self-motivation to deliver exceptional customer service and are excited to help clients embrace our digital capabilities, you can build a great career with us…
Added 11 mins ago
W
Principal Product Manager - Workday AI - Agent Factory
Workday
Vancouver, BC · Canada, BC, Vancouver
- Full-time
…running early adopter programs, and scaling to Workday's global customer base. This is not a strategy-deck role. You will be hands-on with agent architectures, evaluation frameworks, and…
Added 11 mins ago
WM
Managing Consultant - Gas & LNG (Americas)
Wood Mackenzie
Calgary, AB · CA-Calgary-Office
- Full-time
Experience managing key project work flows and overall coordination of projects in a workstream manager role, directing junior colleagues’ workflows and communicating with clients/key…
Added 25 mins ago
MH
Finance Assistant Manager
Mitsui High-tec (Canada), Inc.
Brantford, ON
- $80,000 to $85,000 CAD / year
- Full-time
…to expand our operations and are seeking a Finance Assistant Manager to join our team. This is an exciting opportunity to become part of a global organization at the forefront of innovative…
Added 25 mins ago
SA
Coffee Shop General Manager - Tim Horton's
SSP America
Mississauga, ON
- Full-time
Join Our Team as a Tim Horton's General Manager!
Added 25 mins ago
Manager, Production
I M P Group International Inc.
Amherst, NS
With more than 50 years of Aerospace industry experience, IMP Aerostructures, an Operating Unit of IMP Aerospace and Defence, is a leader in the Aerospace industry providing top quality,…
Added 41 mins ago
S
assistant store manager, Williams Lake, B.C
Starbucks
Williams Lake, BC
- $53,500 to $69,000 CAD / year
2 years retail / customer service management experience
Added 41 mins ago
RB
Associate Investment Advisor
Royal Bank of Canada
Ottawa, ON
- Full-time
Expands existing relationships and develops new customer relationships through prospecting, networking, and referrals.
Added 55 mins ago
HF
Operations manager, restaurant
Huckleberry's Family Restaurant
Invermere, BC
- Full-time
Added 55 mins ago
M&
Field Care Supervisor
McCarthy & Stone
Harrogate, BC
- Full-time
This is an exciting opportunity for a passionate care leader with strong operational and regulatory experience, delivering high-quality, person-centred care. You'll play a key role in…
Added 55 mins ago
AH
Food Service I
Alberta Health Services
Grande Prairie, AB
- Part-time
Food service experience. Food Safe Certificate or equivalent. Customer service experience. Experience with Industrial Food Service Equipment. Experience in operating a computer (Microsoft…
Added 55 mins ago
F
Senior Software Engineer
Fleetworthy
AB · Edmonton, AB
- Full-time
You bring strong full-stack experience, anticipate future needs, mentor peers, and make decisions that minimize the cost of future change. You partner closely with your Product Manager and…
Added 55 mins ago
AH
Administrative Support III
Alberta Health Services
AB · Edmonton, AB
- Temporary
Reporting to the Manager, the Administrative Support III is responsible for performing a range of clerical duties to support the operations of the various diagnostic imaging areas at the…

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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