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Added 2 mins ago
Director, Digital Experience Platforms
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON · Halifax, NS
Define the future-state architecture and capability evolution roadmap for DXP technologies including Adobe Experience Manager (AEM), front-end platforms, mobile applications, search…
Added 2 mins ago
LC
Manager, eCommerce Communications & Operations
Loblaw Companies Limited
Toronto, ON
- Full-time
At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact…
Added 4 mins ago
TF
Manager, Business Analysis & Insights
Toronto Foundation
Toronto, ON
- Full-time
…the most ambitious phase in our history. We’re looking for a Manager, Business Analysis & Insights to lead practical improvements in our processes, systems and reporting. Working across…
Added 1 hour ago
R
Relationship Manager Commercial Markets
RBC
Brantford, ON
- Full-time
Champion digital enablement by becoming an advocate of the RBC mobile application and wallet, promoting regular usage through educating and guiding clients on how to use it
Added 1 hour ago
UC
Program Manager
UniSysTech Consulting
Toronto, ON · Greater Toronto Area, Canada
- Other
Program Manager – AI Strategy & Digital Core Initiatives
Added 1 hour ago
CB
Account Manager (Inside Sales)
Canadian Bearings
Mississauga, ON
- Full-time
Modern AI & Digital Enablement: Use Microsoft Copilot for customer intelligence and conversation capture, HubSpot leads, and NetSuite to reduce busy work and maximize client impact.
Added 2 hours ago
IG
Change Manager
Insight Global
Toronto, ON
- $68 to $70 CAD / hour
- Contract
- Experience leading enterprise technology or digital transformation initiatives, specifically AI, GenAI, Copilot, automation, or digital workplace transformation experience.
Added 3 hours ago
SE
Inside Sales Representative - Software
Schneider Electric
Milton, ON · Montreal, QC · Vancouver, BC
- Full-time
Participate in ongoing sales enablement and training to build product and industry knowledge
Added 3 hours ago
AM
Senior Vendor Technology Program Manager
Advanced Micro Devices, Inc
Markham, ON
- Full-time
AMD's Data Center Platform Engineering Group (DPEG) - Vendor Technology Enablement Team is designing, developing, and delivering innovative technology infrastructure enabling the digital…
Added 4 hours ago
K
Learning Solutions Specialist
KPMG
AB · Ottawa, ON · Vaughan, ON · Vancouver, BC · Halifax, NS · Calgary, AB · ON · Toronto, Ontario · Edmonton, Alberta
- Full-time
…learning solutions across multiple portfolios (e.g., sales enablement, digital, and human…
Added 5 hours ago
E
Test Manager ISAC System Verification
Ericsson
Ottawa, ON
- Full-time
Experience with CI/CD automation frameworks and digital verification flows.
Added 6 hours ago
SM
Senior Manager, Business Insights
Spin Master
Toronto, ON
- Full-time
We are looking for a strategic and technical Sr. Manager, Business Insights to own and drive the Looker strategy and dashboard ecosystem for our global Toy business. In this role, you will…
Added 6 hours ago
S
Run Rate Programs Senior Manager
Salesforce
Toronto, ON · Canada - Toronto
- Full-time
…cross-functional group of Salesforce teams across sales, marketing, enablement, strategy, and others to develop and implement a sales program to meet those needs, then measure the results…
Added 7 hours 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 7 hours 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 7 hours 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 7 hours 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 7 hours ago
R
Client Advisor
RBC
Flin Flon, MB
- Full-time
…customer service and are excited to help clients embrace our digital capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 7 hours ago
R
Client Advisor
RBC
Virden, MB
- Part-time
…customer service and are excited to help clients embrace our digital capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 8 hours ago
L
Senior Technology Manager - Security Engineering and Architecture
lululemon
Vancouver, BC
- Full-time
As the Senior Technology Manager, Security Engineering & Architecture, you will be a key leader within the Technology organization, responsible for shaping and executing the vision for…
Added 9 hours ago
W
Associate Client Advocate (Account Manager) - Natural Resources
WTW
Calgary, AB
- Full-time
Leverage approved AI-enabled tools and digital capabilities to improve productivity, knowledge sharing, operational efficiency, and client outcomes.
Added 10 hours ago
O
Sales Enablement Manager
Owner.com
Toronto, ON
- Full-time
…engine of that growth. We’re looking for a sales-first Revenue Enablement Manager to own and progress the enablement program maturation specifically for our AE…
Added 10 hours ago
RB
Client Advisor
Royal Bank of Canada
Virden, MB
- Part-time
…customer service and are excited to help clients embrace our digital capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 10 hours ago
RB
Client Advisor
Royal Bank of Canada
Flin Flon, MB
- Full-time
…customer service and are excited to help clients embrace our digital capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 12 hours ago
A
Senior Vendor Technology Program Manager
AMD
Markham, ON
- $174,400 to $261,600 USD / year
- Full-time
AMD's Data Center Platform Engineering Group (DPEG) - Vendor Technology Enablement Team is designing, developing, and delivering innovative technology infrastructure enabling the digital…

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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