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Added 2 hours ago
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Senior Agile Coach - Operate (Future Opportunity)
Deloitte
Toronto, ON
- Full-time
The successful candidate will bring deep expertise in Agile frameworks, organizational transformation, and change management. You will work closely with Product Owners, leadership teams,…
Added 2 hours ago
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Senior Customer Care Representative - Calgary, AB
BASF
Calgary, AB
- Full-time
We are BASF in Agriculture and everything we do, we do for the love of farming, and the biggest job on Earth. We are an internationally successful company of the BASF Group. Our solutions…
Added 2 hours ago
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Gestionnaire de programme senior, Stratégie commerciale des nouveaux produits | Senior Program Manager, New Product Commercial Strategy
Pratt & Whitney
Longueuil, QC
- Full-time
Added 2 hours ago
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Marketing Associate - Brand
Maple Leaf Foods Inc
Mississauga, ON
- $71,000 to $103,000 CAD / year
- Full-time
Lead the planning, execution and performance tracking of digital and social content across owned channels, using analytics and consumer insights to continuously optimize performance.
Added 3 hours ago
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Manager - Programs Management, Strategy, Process & Tools
Bombardier
Montreal, QC
- Full-time
Lead continuous improvement and Kaizen initiatives focused on reducing product change cycle times and increasing organizational agility.
Added 5 hours ago
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Quality Engineer I
TD
Toronto, ON
- Full-time
Customers end to end journey in growing their TD relationship. This will be achieved by creating a multi-product shipping experience that will lead to Customers fulfilling more needs…
Added 5 hours ago
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Senior Product Designer, Payments
Clio
Calgary, AB · Burnaby, BC · Vancouver, BC · Toronto, ON
- Full-time
As a Senior Product Designer, you’ll reimagine financial workflows and unlock insights that help firms of any size operate smarter, optimize performance, and move toward a more autonomous…
Added 5 hours ago
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Solutions Architect
Canadian Tire Corporation
Oakville, ON · Toronto, ON
- Full-time
We’re looking for multiple Solution Architects to design and govern end-to-end solutions across the retail value chain - Supply Chain & Logistics, Store Technology, Merchandising,…
Added 6 hours ago
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Account Executive, Enterprise
BrainStation
Toronto, ON
- Full-time
As an Account Executive, Enterprise, you will build and grow relationships with global organizations as they transform for the AI era. Our clients are leaders in their industries, operating…
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Senior Strategist, Enterprise
BrainStation
Toronto, ON
- Full-time
…leaders in their industries, operating across markets worldwide, and we work with their C-suites and business leaders as well as the executives who run their AI, Product, Marketing, Design,…
Added 6 hours ago
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Senior Product Manager, Intelligence
Braze
Toronto, ON
- Part-time
The Intelligence team helps growth marketers engage and sell to their customers more effectively. We combine the data on the Braze platform with machine learning and statistics to optimize…
Added 6 hours ago
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Demand Generation Manager
Guusto
Canada
- Full-time
This is a senior individual contributor role. Our Director of Growth Marketing will lead strategy and our rapidly-growing partner channel. You’ll keep the core engine running and improving,…
Added 6 hours ago
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Manager, Data Engineering
Avanade
Toronto, ON
- Full-time
Using the power of modern data platforms, visualizations, advanced analytics, machine learning, IOT/Digital Twins and applied intelligence, we help clients gain business insights to…
Added 6 hours ago
NB
Product Owner
National Bank of Canada
Montreal, QC
- Full-time
As a Director, Product Owner within the New Products & Activities team at National Bank of Canada, you will play a pivotal role in shaping and delivering strategic initiatives that drive…
Added 6 hours ago
ASIC Digital Verification, Sr. Manager
Synopsys
Mississauga, ON
You are a seasoned professional with a robust background in the design and verification of IP cores and/or SOC. You have a strong command of Verilog/SystemVerilog and are experienced in…
Added 6 hours ago
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B2B Sales Supervisor - AI Platform
Teleperformance
Toronto, ON · TPCA Toronto
- $60,000 CAD / year
- Full-time
Leverage your expertise in digital marketing, online media, and AI alongside strong analytical and communication skills to drive growth for new and established businesses. By utilizing…
Added 6 hours ago
TH
Digital Content Specialist
The Home Depot Canada
Toronto, ON
- Full-time
The Digital Content Specialist is primarily responsible for managing digital content on the product information pages (PIP) for The Home Depot Canada. This broadly includes maintaining…
Added 6 hours ago
NB
Product Owner
National Bank of Canada
Montreal, QC
- Full-time
As a Director, Product Owner within the New Products & Activities team at National Bank of Canada, you will play a key role in driving strategic transformation initiatives across our…
Added 7 hours ago
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Change Manager
TD
Halifax, NS · Markham, ON · Toronto, ON · Montreal, QC
- Full-time
We're looking for an experienced Change Manager to lead complex enterprise, regulatory, and pan-TDI transformation initiatives while partnering with executives, business leaders, and…
Added 7 hours ago
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Group Product Manager, Home Financing
BMO
Toronto, ON · BMOPLACE
- Full-time
Assess product and process issues, establish root causes and lead sustainable solutions that improve customer outcomes, operational effectiveness and control performance.
Added 7 hours ago
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Research Technology & Data Specialist - Mississauga, ON
PATTISON Outdoor
Mississauga, ON
- Full-time
PATTISON Outdoor Advertising is Canada’s leading Out-of-Home (OOH), Transit and Digital display advertising company. With the widest variety of products, our advertisers benefit from…
Added 7 hours ago
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Chief Compliance Officer
Objectway
Toronto, ON
- Full-time
Nest Wealth Asset Management is a regulated Portfolio Manager and Canada’s first robo -adviser established in 2014 . Our business is focused on personalization, cost-effectiveness and…
Added 7 hours ago
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Manager, Enterprise
BrainStation
Toronto, ON
- Full-time
As a Manager, Enterprise, you will lead engagements with global organizations as they transform for the AI era. Our clients are leaders in their industries, operating across markets…
Added 7 hours ago
ZT
Senior Manager, Technical Software Program Manager
Zebra Technologies
Mississauga, ON · CAN - Mississauga, Canada
- Full-time
You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about - locally…
Added 7 hours ago
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Principal Engineer, Digital Manufacturing
''
Toronto, ON
- Full-time
Lead organizational change initiatives and build digital capabilities across the business

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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