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Added 14 mins ago
TJ
Registered Practical Nurse (RPN) - Casual
The Jean Tweed Centre
Toronto, ON
- $69,000 to $80,000 CAD / year
- Full-time
The program at Broadview comprises of a live-in treatment program inclusive of a 4-bed withdrawal supportive stay component for women who are transitioning to the intensive substance use…
Added 14 mins ago
FS
Technician in Charge – Comox, BC
First Student
Courtenay, BC
- Full-time
Employee Assistance Program (EAP) with counseling and support for personal and work-related needs
Added 14 mins ago
R|
Clinical Research Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…governmental guidelines and regulations, the Clinical Trial Project Manager is responsible for the operational management of multicentre clinical research studies. The Project Manager…
Added 14 mins ago
R|
Clerical Assistant
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Good judgment is shown in advising the Program Manager and/or delegate of unusual situations or issues,
Added 14 mins ago
R|
Tremplin Program Coordinator
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…experiential learning opportunities. Reporting to the Tremplin Manager and the Principal Investigator, the Coordinator will contribute to the coordination, facilitation, evaluation, and…
Added 14 mins ago
R|
Clinical Research Coordinator – Endometriosis Research Program
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
The Endometriosis Research Program at the Research Institute of the McGill University Health Centre conducts patient-oriented clinical and epidemiological research aimed at improving the…
Added 14 mins ago
R|
MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Department / Research Program: Courtois Cardiovascular Magnetic Resonance Research Group
Added 14 mins ago
R|
Project Manager, Capture and Optimization of Research Data (CORD) Platform
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
The Research Institute of the MUHC is seeking an interim Project Manager to join the Capture and Optimization of Research Data (CORD) platform of the Centre for Outcomes Research and…
Added 14 mins ago
R|
Licensed Practical Nurse (LPN) or Research Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Support the Team: Assist with various tasks as directed by the manager,
Added 14 mins ago
R|
Animal Resources Division Manager – Montreal General Hospital Site
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…allocation, infrastructure and equipment. Ensures an operational support to the Investigators and their research…
Added 14 mins ago
DR
Supervisor- Asset Management
Durham Region (The Regional Municipality of Durham)
Whitby, ON
- Contract
- A post secondary diploma (3 years) in Engineering Technology or a related program or an equivalent combination of education and experience
Added 14 mins ago
R|
MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Department / Research Program: Courtois Cardiovascular Magnetic Resonance Research Group
Added 14 mins ago
E
Security Specialist
Ericsson
Ottawa, ON
- Full-time
…configurations, apply established security processes, and provide expert support that keeps security standards consistent across live deployments. The role is intended for professional who…
Added 43 mins ago
WS
Proj Financial Controller EPMO
Workplace Safety and Insurance Board (WSIB)
ON · Ontario, Canada
- Full-time
…quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access…
Added 43 mins ago
RC
Recreation Aide
Retirement Concepts
Nanaimo, BC
- $31.64 CAD / hour
- Full-time
The Recreation Aide reports to the Therapeutic Recreation Manager/ Recreation Manager or designate. This role assists in planning, implementing and evaluating activity programs to meet the…
Added 43 mins ago
C
Communication Specialist, BORN - Permanent Full-Time (1.0)
CHEO
Ottawa, ON
- Full-time
…resources and initiatives are understood and can be used to support better care and better outcomes across Ontario. The Communications Specialist will work closely with subject matter…
Added 43 mins ago
Manager, Project Execution
Toronto Hydro
Toronto, ON
Experience in developing and administering contracts to leverage external resources to support capital work program
Added 43 mins ago
Registered Pharmacy Technician - Pharmacy Services
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Pharmacy Manager/Operations Manager, the Registered Pharmacy Technician participates in the provision of safe, competent, patient or family centered ethical care, ensuring…
Added 58 mins ago
A
Project Leader, Investigations
Apotex
Toronto, ON · North York, ON
- $73,008 to $121,680 CAD / year
…product failure investigation reports for approval by Department Manager or Quality, as…
Added 58 mins ago
RB
Client Advisor
Royal Bank of Canada
Virden, MB
- Part-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 58 mins ago
RB
Client Advisor
Royal Bank of Canada
Flin Flon, MB
- Full-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 1 hour ago
IW
Coordinator, Region Office Operations, Kelowna, BC
IG Wealth Management
BC · British Columbia, Canada
- Full-time
Administrative Support: Offering additional administrative assistance to the Manager, Region Office Operations as needed.
Added 1 hour ago
W
Manager I, Quality
Worley
Toronto, ON · Markham, ON
- Full-time
As a Project Quality Manager, you will be responsible to provide local subject matter expertise and hands on support to deliver successful project outcomes and foster a positive quality…
Added 1 hour ago
LH
Job Title Tenant Support Worker
Lookout Housing + Health Society
Duncan, BC
- Internship
The Tenant Support Worker (TSW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society, including following Lookout’s Code…
Added 1 hour ago
PO
Emergency Services Case Manager I
Peace Over Violence
MB · Back, MB
- Internship
…and West San Gabriel Valley area. The Emergency Services Case Manager I (ESC) provides face‐to‐face crisis intervention and assistance for survivors of sexual and domestic (IPV) violence.…

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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