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Added 5 mins ago
TL
Parts Manager
Transx Ltd
Calgary, AB
- Full-time
The TransX Group of Companies has an exciting opportunity for a Parts Manager to join our Maintenance & Procurement department.
Added 5 mins ago
WM
Managing Consultant - Gas & LNG (Americas)
Wood Mackenzie
Calgary, AB · CA-Calgary-Office
- Full-time
…our growing consulting practice leading the management and delivery of a wide range of commercial and strategic consulting projects. You will be a front-line leader involved in all aspects…
Added 19 mins ago
TT
ESL Instructor
TESL Toronto
Cambridge, ON
- Full-time
Responsible for the planning, organization, and delivery of the English Language to internal employees at Snackruptors. The ESL Instructor will be able to facilitate the English courses and…
Added 20 mins ago
Manager - Design Services
City of Vancouver
Vancouver, BC
The Manager, Design Services leads the City’s central graphic design function and provides creative leadership for visual communications across the organization. The role oversees a…
Added 36 mins ago
C
Project Manager, Transportation
Chandos
Edmonton, AB · Calgary, Alberta
- Full-time
Chandos is seeking a Project Manager to lead the successful delivery of complex transportation infrastructure projects throughout Western Canada.
Added 49 mins ago
M&
Field Care Supervisor
McCarthy & Stone
Harrogate, BC
- Full-time
Support the Registered Care Manager with the growth, management and delivery of care services across the allocated geographical area.
Added 49 mins ago
AH
Site Manager, Viking Health Centre
Alberta Health Services
Viking, AB
- Full-time
…a meaningful impact on rural healthcare. As the Rural Site Manager for Viking Health Centre, you will provide leadership to an interdisciplinary team of healthcare professionals dedicated…
Added 49 mins ago
AH
Food Service I
Alberta Health Services
Grande Prairie, AB
- Part-time
…package food, beverages, assemble trays. Provide patient meal delivery and pick up. Order and put away unit supplies. Safely operate and clean industrial food service equipment, adhere to…
Added 49 mins ago
AH
Unit Manager
Alberta Health Services
Peace River, AB
- Full-time
We are seeking an exceptional Manager to lead operations at the Marshall Eliuk Peace River Community Health Centre in Peace River. The Care Manager will provide leadership for the…
Added 49 mins ago
AH
Registered Nurse - NICU
Alberta Health Services
Grande Prairie, AB
- Temporary
…Intensive Care Unit (NICU) Registered Nurse, you will report to the manager of the NICU, and your primary focus will be the delivery of care to infants and their families. As a NICU nurse…
Added 49 mins ago
AH
Manager
Alberta Health Services
Red Deer, AB
- Full-time
The Manager is accountable for the effective and efficient operation of the Outpatient Department and Bariatric Specialty Clinic, including the management of human, financial, and material…
Added 49 mins ago
F
Senior Software Engineer
Fleetworthy
AB · Edmonton, AB
- Full-time
…cost of future change. You partner closely with your Product Manager and fellow engineers to turn product strategy into well-built, maintainable…
Added 49 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…
Added 49 mins ago
AH
Registered Nurse
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…services for Calgary and Southern Alberta. Reporting to the Unit Manager of Inpatient Oncology & Intensive Palliative Care the Registered Nurse (RN) will work on unit 95/125; a 59 bed unit…
Added 49 mins ago
AH
Registered Nurse
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…services for Calgary and Southern Alberta. Reporting to the Unit Manager of Inpatient Oncology & Intensive Palliative Care the Registered Nurse (RN) will work on unit 95/125; a 59 bed unit…
Added 50 mins ago
IC
Production Manager
IMT CORPORATION
ON
- $88,200 to $109,300 CAD / year
- Full-time
Elevate your expertise with IMT Precision! We are recruiting for a Production Manager to join our team and contribute to the delivery of essential manufacturing solutions with Precision and…
Added 50 mins ago
LL
COOK, PART-TIME
Lifetimes Limited Partn
Ingersoll, ON
- $19.22 to $21.54 CAD / hour
- Part-time
Maintain required records in the absence of the Food Service Manager, e.g., menu changes, purchase orders, delivery receipts, temperature checks,
Added 50 mins ago
GE
Branch Supervisor - Welland
Gerrie Electric Wholesale LTD
Welland, ON
- Full-time
Handle all aspects of the branch as required when the manager is absent
Added 1 hour ago
SK
Community Manager (Live-Out) - Barrie
Sterling Karamar Property Management
Barrie, ON
- $45,000 to $50,000 CAD / year
- Full-time
Submit received cheques to the Property Manager for processing at Head Office in a timely manner.
Added 1 hour ago
BB
Project Manager
Britespan Building Systems Inc
Wingham, ON
- $80,000 to $95,000 CAD / year
- Full-time
Britespan Building Systems is growing, and we’re looking for an experienced Project Manager to join our Sales Team in Wingham, Ontario.
Added 1 hour ago
ST
Program Assistant
Strides Toronto
Toronto, ON
- $46,662 to $54,339 CAD / year
- Contract
Provide administrative support that ensures the program manager and staff have the training, tools, and resources required to enable the delivery of service and meet client, family and…
Added 1 hour ago
JF
SAP Functional Analyst · Order to Cash
Johnvince Foods
Toronto, ON
- $90,000 to $110,000 CAD / year
Added 1 hour ago
JF
SAP Functional Analyst · Record to Report
Johnvince Foods
Toronto, ON
- $90,000 to $110,000 CAD / year
…hold up well beyond go-live. This seat owns that work through delivery and carries it into run…
Added 1 hour ago
JF
Manager, SAP Solutions
Johnvince Foods
Toronto, ON
- $135,000 to $150,000 CAD / year
- Full-time
Manager, SAP Solutions · Centre of Excellence Manager
Added 1 hour ago
TC
Senior Financial Analyst/ ERP Support Analyst (1 Year Contract)
The Corporation of the City of Markham
Markham, ON
- $102,464 to $143,867 CAD / year
- Full-time
- Temporary
…Division of the Finance Department. Reporting to the Senior Manager, this dual role is responsible for the preparation, analysis, implementation and monitoring of the departmental operating…

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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