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Added 17 mins ago
SH
Area Director
SMB HR Talent Management Inc.
Halifax, NS
- Full-time
Lead, coach, and develop operational and clinical leaders, ensuring they have the direction, resources, and support required to effectively lead their respective teams.
Added 29 mins ago
CT
SERVICE MANAGER
Custom Truck One Source
ON
- Full-time
Previous managerial experience; must be able to motivate, coach, develop, and lead employees.
Added 41 mins ago
KT
310S Automotive Service Technician
Kal Tire
Toronto, ON · Etobicoke, ON
- Full-time
Mentor and coach apprentices by sharing your expertise and supporting their skill development in a learning-focused environment.
Added 47 mins ago
MH
automotive service technician
Mississauga Hyundai Superstore
Mississauga, ON
- Full-time
Added 47 mins ago
SR
Project Supervisor – Mississauga
Stoney Restoration
Mississauga, ON
- Full-time
Lead, direct, and coach field staff and subcontractors on active job sites
Added 1 hour ago
NA
Health and Safety Advisor
North American Construction Group Inc.
Fort McMurray, AB
- Full-time
Participate in the development of HS&E performance measures, understand the relative value, interpret results and coach/influence staff on how to improve HS&E performance.
Added 1 hour ago
LC
Franchise Academy – Ontario
Loblaw Companies Limited
Brampton, ON
- Full-time
Proven ability to inspire, coach, develop, and lead high-performing teams
Added 1 hour ago
LC
Franchise Academy – Atlantic Canada
Loblaw Companies Limited
Halifax, NS
- Full-time
Proven ability to inspire, coach, develop, and lead high-performing teams
Added 1 hour ago
LC
Franchise Academy – Western Canada
Loblaw Companies Limited
Calgary, AB
- Full-time
Proven ability to inspire, coach, develop, and lead high-performing teams
Added 1 hour ago
SH
Personal Support Manager
SE Health
ON · York, ON
- Full-time
Coach and manage employees with performance issues and consult appropriately with Human Resources.
Added 2 hours ago
PV
Keyholder
Pet Valu
Antigonish, NS
- Part-time
…Expertise and Efficiency in all they do, and they live by and coach to our Core…
Added 3 hours ago
DC
Electrical Engineer
Dillon Consulting Limited
Halifax, NS
- Full-time
Play a vital role in knowledge transfer and succession planning. Mentor, coach, and provide technical direction to junior and mid-level team members across various regions to accelerate…
Added 3 hours ago
IF
Client Relationship Manager, Group Savings and Retirement
iA Financial Group
Montreal, QC
- Full-time
A valid driver's license and access to a vehicle
Added 4 hours ago
FC
Courier Team Lead
FedEx Canada
Toronto, ON
- Full-time
Remains current with training in BP and defensive driver / process updates.
Added 7 hours ago
FS
Area Safety Manager
First Student
Toronto, ON
- Full-time
Provide safety-related guidance to location leadership, the Area Training Manager and Recruiting to support driver onboarding, where appropriate. Trainer staffing, recruitment, onboarding…
Added 7 hours ago
KT
automotive mechanic
Kelowna Toyota
Kelowna, BC
- Full-time
Added 11 hours ago
HF
Chief Financial Officer
Huu-ay-aht First Nations
Port Alberni, BC
- Full-time
…with Nation standards and performance expectations. Recruit, coach and support assigned staff, promoting a performance-focused environment aligned with HFN values, culture and business…
Added 11 hours ago
K
Cloud Consultant
Kyndryl
Toronto, ON · Ottawa, ON · Montreal, QC · Calgary, AB
- Full-time
Mentor and coach architects and senior consultants in enterprise architecture, cloud strategy, and transformation delivery.
Added 13 hours ago
PC
Area Manager - M&M Food Market
Parkland Corporation
Calgary, AB
- Full-time
Coach Meal Advisors and Store Managers in the moment to educate and inspire a behaviour change.
Added 13 hours ago
PC
Area Manager - M&M Food Market
Parkland Corporation
AB · Edmonton, AB
- Full-time
Coach Meal Advisors and Store Managers in the moment to educate and inspire a behaviour change.
Added 13 hours ago
AA
General Manager - Store CAN6865
Advance Auto Parts
Rivière-du-Loup, QC
- Full-time
Coach all Team Members to deliver on Customer expectations (DIY and Professional)
Added 14 hours ago
MP
Food Service & Product Specialist
MacEwen Petroleum Inc.
Ottawa, ON
- Full-time
…The successful candidate will be an excellent communicator, coach and relationship builder who can create alignment and drive action across teams without relying on a direct reporting…
Added 14 hours ago
A
Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
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…
Added 14 hours ago
PV
Keyholder
Pet Valu
Vancouver, BC
- Part-time
…Expertise and Efficiency in all they do, and they live by and coach to our Core…
Added 15 hours ago
KT
310S Automotive Service Technician
Kal Tire
Brampton, ON
- Full-time
Mentor and coach apprentices by sharing your expertise and supporting their skill development in a learning-focused environment.

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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