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Added 1 hour ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 2 hours ago
BI
Vice-president and general sales manager - trade, broadcasting and other services
Birdie Indoor Golf Center Ltd.
Richmond, BC
- From $50 CAD / hour
- Full-time
- Contract
- On-site
Added 3 hours ago
R|
Clinical Research Coordinator – Nurse - CIM - Phase 1 Oncology
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Under the supervision of the Manager of Oncology Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the successful…
Added 3 hours ago
R|
Clinical Research Coordinator - Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Under the supervision of the Manager, Pediatric and Adult Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the…
Added 3 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…International Airport. Features include a fitness and wellness center, intramural sports activities, on-site cafeteria, and clean, state-of-the-art manufacturing facilities with outstanding…
Added 3 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Title: Financial Manager - PLM (Product Line Mgmt)
Added 4 hours ago
EC
Territory Service Manager
Eaton Corporation
Brampton, ON
- Full-time
Eaton’s Vehicle division is currently seeking a Territory Service Manager to join the team. This role is based in Brampton, ON and includes approximately 25% travel.
Added 4 hours ago
BC
Infection Control Professional (ICP)
Brant Community Healthcare System
Brantford, ON
- Full-time
…Excellence, Collaboration, And Innovation. Our Strategic Priorities Center On Quality Care, Connected Teams, And a Healthy Future For Our Patients, Our People, And Our Community. Our…
Added 4 hours ago
BC
Registered Nurse - C7 Palliative & Medically Complex Care
Brant Community Healthcare System
Brantford, ON
- Full-time
…Excellence, Collaboration, And Innovation. Our Strategic Priorities Center On Quality Care, Connected Teams, And a Healthy Future For Our Patients, Our People, And Our Community. Our…
Added 7 hours ago
P
Portfolio Manager, Multi-Asset Wealth Solutions
Purpose
Toronto, ON
- Full-time
Purpose Investments is looking for a Portfolio Manager to own every investment solution on the Steadyhand and Harness wealth platforms - over $3.5B in AUM and growing - with full…
Added 7 hours ago
CC
National Account Manager
Cogent Communications
Mississauga, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 7 hours ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 8 hours ago
Branch Associate - Main Location
Calgary Food Bank
Calgary, AB
…deliveries, stocking, and safety. Reporting into the Branch Manager, you’ll support client intake, guide volunteers during food hamper distribution, and help create a smooth, efficient…
Added 8 hours ago
PH
Coordinator, Integrated Protection Services Operations
Provincial Health Services Authority
Vancouver, BC
- Full-time
Relational Security Officers - Children's & Women's Health Center
Added 9 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Title: Financial Manager - PLM (Product Line Mgmt)
Added 9 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…International Airport. Features include a fitness and wellness center, intramural sports activities, on-site cafeteria, and clean, state-of-the-art manufacturing facilities with outstanding…
Added 10 hours ago
Site Procurement Manager
Amazon
Brampton, ON
As a Site Procurement Manager for the Amazon Fulfillment Center team, you will serve as the bridge between centralized Procurement and the building leadership. You will own the site’s…
Added 10 hours ago
CB
Fleet/Equipment Lead Hand (CB)
Clark Builders
Edmonton, AB
- Full-time
This role will be based on the Sturgeon Data Center project site located just outside of Fort Saskatchewan, Alberta.
Added 10 hours ago
CC
Manager - Revenue Operations & Analytics
CARFAX Canada
London, ON
- $100,000 to $130,000 CAD / year
- Full-time
…passion for improving business performance? Do you enjoy turning data into meaningful insights, leading high-performing teams, and helping organizations uncover revenue opportunities while…
Added 10 hours ago
CC
Manager - Revenue Operations & Analytics
CARFAX Canada
London, ON
- $100,000 to $130,000 CAD / year
- Full-time
…passion for improving business performance? Do you enjoy turning data into meaningful insights, leading high-performing teams, and helping organizations uncover revenue opportunities while…
Added 10 hours ago
FC
Systems Coordinator – Degree Audit - Appendix D/Temporary Assignment
Fanshawe College
London, ON
- Full-time
Coordinates the Degree Audit cycle for the Office of the Registrar and the College. Working cooperatively with the Center for Teaching and Learning (CTL) team identifies issues and concerns…
Added 10 hours ago
P
Associate Portfolio Manager, Credit Investing
Purpose
Toronto, ON
- Full-time
…decks for others to make them. You will be given the tools, the data infrastructure, and the AI capability to move faster and see further than the market. What you bring is the judgment to…
Added 11 hours ago
GL
Supervisor, R&D Technical Operations
Gay Lea Foods
Hamilton, ON
- Full-time
This role reports to Sr. Manager R&D Capabilities and Excellence and is responsible for managing lab and pilot plant manufacturing equipment and maintaining high standards of food safety…
Added 11 hours ago
Business Analyst - FIN
Government of Alberta
Edmonton, AB
1GX Center of Excellence (CoE) manages and oversees the performance of the Government of Alberta’s (GoA) enterprise resource planning (ERP) solution, 1GX. The CoE has overall accountability…
Added 11 hours ago
SH
Sales Assistant (part time), Sterling Homes
Sterling Homes Edmonton
AB · Edmonton, AB
- Part-time
Reporting to the Manager, Sales and Marketing, as the Sales Assistant in Edmonton, AB, you will support the new home sales process. You also assist in maintaining the assigned show homes…

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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