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Added 1 min 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 1 min ago
W
Principal Product Manager - Workday AI - Agent Factory
Workday
Vancouver, BC · Canada, BC, Vancouver
- Full-time
Communicate agent vision and progress to executives, customers, field teams, and implementers, translating technical capability into business value
Added 15 mins ago
SR
Analyst, FP& A & Continuous Improvement
SmartCentres REIT
Vaughan, ON
- Full-time
Reports To: Senior Manager, FP&A & Transformation
Added 15 mins ago
TT
ESL Instructor
TESL Toronto
Cambridge, ON
- Full-time
Collaborate with the Communications and Events Manager to ensure course material is communicated effectively and preparations are aligned with lesson objectives.
Added 15 mins ago
SL
Data Scientist
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Reporting to the Data Science Manager as a Data Scientist you will focus on supporting Canadian business units in accelerating the growth and application of advanced analytics in driving…
Added 15 mins ago
Manager Plumbing and Gas
City of Vancouver
Vancouver, BC
…Vancouver Building By-law for Plumbing and is the Gas Safety Manager for the City of…
Added 31 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 45 mins ago
M&
Field Care Supervisor
McCarthy & Stone
Harrogate, BC
- Full-time
Field Care Supervisor (Domiciliary Care) – Harrogate, Leeds & Bradford
Added 45 mins ago
AS
Production Supevisor
Andriani S.p.A.
ON · Ontario, Canada
- Full-time
Provide regular performance reports to the Production Manager, including recommendations for process or equipment improvements.
Added 45 mins ago
AH
Manager
Alberta Health Services
Red Deer, AB
- Full-time
We are seeking a collaborative and innovative healthcare leader to join Surgical Services as Manager of the Outpatient Department and Bariatric Specialty Clinic at Red Deer Regional…
Added 45 mins ago
AH
Refrigeration Mechanic
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
Reporting to the Facility Manager and working under limited supervision, this position performs journeyman level repairs and maintenance on refrigeration and air conditioning systems. The…
Added 45 mins ago
WM
Weldco Heavy Industries Ltd: Director of Sales
Weldco-Beales MFG Alberta Ltd
Fort Mckay 174, AB · Fort McMurray, AB · Edmonton, AB · ON
- Full-time
Reporting to the President & General Manager and serving as a member of the Senior Leadership Team, the Director of Sales & Business Development will lead WHI’s commercial strategy, sales…
Added 45 mins ago
IC
Quality Assurance Supervisor
IMT CORPORATION
Port Colborne, ON
- $65,000 to $85,000 CAD / year
- Full-time
Post-secondary education in Quality, Engineering, Manufacturing Technology, Metallurgy, Industrial Technology, or a related field.
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
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
WS
Field Technician
Wirecommm Systems
Concord, ON
- $45,000 to $65,000 CAD / year
- Full-time
Location: Field, in and around the GTA; mainly at the client’s premise
Added 1 hour ago
IH
Day Options Program Manager
I HAVE A CHANCE SUPPORT SERVICES LTD
Stony Plain, AB
- $67,000 to $72,000 CAD / year
- Full-time
The Day Options Program Manager is a member of the IHACSS leadership team and leads the development, delivery, and ongoing improvement of DOP. Building on existing programming, the Manager…
Added 1 hour ago
P
Indirect Tax – Recovery, Senior Manager (Bilingual FR/EN)
PwC
Toronto, ON · Ottawa, ON · Montreal, QC · Quebec, QC · Halifax, NS
- Full-time
As an Indirect Tax Senior Manager – Recovery, you’ll work as part of a team of problem solvers, planning, leading and delivering indirect tax recovery engagements for a diverse client base.…
Added 1 hour ago
YW
Wardlaw Case Manager
Youth Without Shelter
Toronto, ON
- $60,000 to $64,000 CAD / year
- Full-time
The Case Manager plays a key role in supporting residents at Wardlaw Residence, a 51-unit supportive housing program serving youth, newcomers and seniors who have experienced or are at risk…
Added 1 hour ago
CA
Systems Integrator – Honeywell Safety Manager (SIS) Specialist
Cybertech Automation Inc
Edmonton, AB
- Full-time
Intermediate Control Systems Integrator (Honeywell Experion PKS /Safety Manager)
Added 1 hour ago
A
Lab Technician/Technologist
AtkinsRéalis
Saskatoon, SK
- Full-time
…Saskatoon, Saskatchewan. This role reports to the Lab Operations Manager and supports construction materials, geotechnical, and Geomechanical testing programs through hands-on laboratory…
Added 1 hour ago
A
Lab Technician/Technologist
AtkinsRéalis
Saskatoon, SK
- Full-time
…Saskatoon, Saskatchewan. This role reports to the Lab Operations Manager and supports construction materials, geotechnical, and Geomechanical testing programs through hands-on laboratory…
Added 1 hour ago
A
Senior Piping Stress Analyst Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
…activities assigned by the Technical Lead and/or Technical Manager, resolves routine and complex technical issues, and seeks guidance primarily for "first-of-a-kind", high-risk,…
Added 1 hour ago
A
Senior Piping Supports Design Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
…activities assigned by the Technical Lead and/or Technical Manager, resolves routine and complex technical issues, and seeks guidance primarily for "first-of-a-kind", high-risk,…
Added 1 hour ago
A
Senior Piping Stress Analyst Engineer
AtkinsRéalis
Mississauga, ON
- Full-time
…activities assigned by the Technical Lead and/or Technical Manager, resolves routine and complex technical issues, and seeks guidance primarily for "first-of-a-kind", high-risk,…

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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