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Added 19 mins ago
A
Product Support Engineer - NAMER
Ashby
Canada
- Full-time
…operations, systems administration, infrastructure maintenance, or service deployment - and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or…
Added 19 mins ago
LH
Job Title Tenant Support Worker
Lookout Housing + Health Society
Duncan, BC
- Internship
The Tenant Support Worker (TSW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society, including following Lookout’s Code…
Added 19 mins ago
TH
Receiving Associate: Full Time - CAMPBELL RIVER
The Home Depot Canada
Campbell River, BC
- Full-time
Responding to public address system announcements Requires listening for customer service calls, personal pages and general information announcements
Added 19 mins ago
TH
Kitchen and Bath Sales Associate Part-Time - 7255 Cranbroook
The Home Depot Canada
Cranbrook, BC
- Part-time
Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product…
Added 19 mins ago
TH
Merchandising Associate: Full Time (6M Contract) - VANCOUVER
The Home Depot Canada
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
Merchandising Execution Associates (MEAs) perform in-store merchandising service activities such as merchandising projects, planogram maintenance, overhead organization, and display/signage…
Added 19 mins ago
RA
Associate (Part-Time)
Red Apple Stores ULC
Bonnyville, AB
- Part-time
…small towns. Our stores are known for providing super-friendly service, creating a welcoming environment for shoppers, and treating customers with dignity and…
Added 19 mins ago
RA
Keyholder (Part-Time)
Red Apple Stores ULC
Bonnyville, AB
- Part-time
…small towns. Our stores are known for providing super-friendly service, creating a welcoming environment for shoppers, and treating customers with dignity and…
Added 19 mins ago
FH
Business Support Assistant
Fraser Health Authority
Surrey, BC
- $25.26 to $33.15 CAD / hour
- Full-time
Bring your positive energy and commitment to excellent customer service to this exciting and diverse role where you can really make a difference. In this role, you will build on your career…
Added 19 mins ago
UB
Sales and Marketing Coordinator - Cannabis
Unite Biotechnical Ltd.
Victoria, BC
- Full-time
The Sales Manager will be responsible for presenting products and information to clients and regulators, identifying and negotiating new business opportunities, developing strong retail…
Added 19 mins ago
UO
Tech/Facility Support Analyst, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Part-time
Minimum 2 years of Customer service, Facilities or IT support experience, with the ability to learn and adapt variety of tasks.
Added 19 mins ago
HO
Property Manager - Independent Contractor
House of Rosie
Calgary, AB · Greater Calgary Metropolitan Area
- Contract
…yourself? House of Rosie is looking for an entrepreneurial Property Manager to join our brokerage as an independent…
Added 20 mins ago
Quality Manager
I M P Group International Inc.
Amherst, NS
Reporting to the Vice President, General Manager based at our facility in Amherst, Nova Scotia, the Manager of Quality is a critical role in our organization, directly responsible for…
Added 20 mins ago
Merchandiser
CONA Services
Carleton Place, ON
…application questions are answered and that you’ve spoken to your manager. Don't forget that this is a competition, so make sure your resume is up to date and that you're prepared for…
Added 20 mins ago
Merchandiser
CONA Services
Carleton Place, ON
…application questions are answered and that you’ve spoken to your manager. Don't forget that this is a competition, so make sure your resume is up to date and that you're prepared for…
Added 35 mins ago
M
Manager, Customer Success, MYLE Adoption and AI Innovations
Medfar
Montreal, QC
- Full-time
Critical Escalations: Act as the escalation point for complex customer situations related to MYLE or AI tool adoption by mobilizing appropriate internal resources.
Added 50 mins ago
D
Team Leader
Dollarama
Mercier, QC
- Full-time
Ensuring excellent customer service standards are met.
Added 50 mins ago
PF
Underwriter
PADS Financial
Montreal, QC
- Full-time
…loan servicing everything is done in-house to insure excellent customer service, rapid processing, and the best rates. Each step of the loan process is optimized and expedited thanks to our…
Added 50 mins ago
TH
Receiving Associate Part Time - 7052 Regina
The Home Depot Canada
Regina, SK
- Part-time
Responding to public address system announcements Requires listening for customer service calls, personal pages and general information announcements
Added 50 mins ago
RS
Gestionnaire principal de la location/Senior Manager Rental
Ryder System, Inc.
Montreal, QC
- Full-time
…du poste assurera la gestion directe de tout le personnel du service de location, notamment : les chargés de comptes location, les gestionnaires de succursale (location), les superviseurs…
Added 50 mins ago
M
Manager, Customer Success, MYLE Adoption and AI Innovations
MEDFAR
Montreal, QC
- Full-time
Critical Escalations: Act as the escalation point for complex customer situations related to MYLE or AI tool adoption by mobilizing appropriate internal resources.
Added 50 mins ago
P
Gérant de département PC Express – non syndiqué temps plein jour
Provigo
Gatineau, QC
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in one of our stores, you will have an immediate impact on sales…
Added 50 mins ago
NF
Front End Department Manager Part Time Day
No Frills
Langley (District), BC · City of Langley, BC
- Part-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 50 mins ago
PC
Area Manager - M&M Food Market
Parkland Corporation
Calgary, AB
- Full-time
Identify gaps and opportunities to determine root causes in operating standards and overall customer satisfaction; share the results with the Corporate Store Manager.
Added 50 mins ago
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FT Supervisor Produce - Belmont Market
Sobeys
Langford, BC
- Full-time
The Produce Supervisor is responsible to ensure a superior customer service experience by coaching, and developing friendly, well-trained staff. The Supervisor will supervise the department…
Added 50 mins ago
S
Liquor Store - Assistant Manager Liquor Store
Sobeys
AB · Edmonton, AB
- Full-time
We have an immediate opening for a customer driven, community engaged, results oriented and passionate people leader to join our team as an Assistant Store Manager. As a member of the…

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.

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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