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Added 16 mins ago
TB
store manager - retail
TWO BAY ENTERPRIZES LTD
Moosonee, ON
- Full-time
Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales
Added 16 mins ago
RD
Team Operations Lead
RBC Dominion Securities
Vernon, BC
- Full-time
…Investment Management team, you will help manage business and operations within the team. You will play a key role in executing activities and client contact as per the portfolio manager’s…
Added 16 mins ago
S–
Retail Keyholder, Sandro, Richmond, McArthurGlen Designer Outlet
SMCP – Sandro, Maje, Claudie Pierlot, Fursac
Richmond, BC
- Temporary
…you’re guiding clients to the perfect outfit or ensuring store operations run seamlessly, you’ll help create a shopping experience that’s as chic as Paris…
Added 16 mins ago
T
Business Development Manager
Tavoron
Winnipeg, MB
- Full-time
Celco Controls seeks an accomplished and results-oriented Business Development Manager to continue to lead and accelerate our business development efforts.
Added 16 mins ago
B
Sr. Financial Analyst
Brookfield
Toronto, ON
- Full-time
Prepare and post journal entries for manager/corporation entities
Added 17 mins ago
Nyf supervisor Hourly-Rest. Management
Recipe Unlimited
Halton Hills, ON
Follow all New York Fries standards, outlined by the Store Manager, Regional Business Development Manager and New York Fries Executive team
Added 32 mins ago
A
Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
…members throughout their learning journey. You report to the Manager, Client Care Learning & Development, advancing the team's strategic goals through proactive…
Added 32 mins ago
T
People Generalist
Twilio
Remote, Canada
- Full-time
- Remote
…Generalists team, reporting to the Global People Generalists Manager, and partnering closely with and supporting the work of international and functional HRBPs and COEs across the People…
Added 32 mins ago
W
Manager, Project Controls
Worley
Markham, ON · Vancouver, BC · Edmonton, AB · Calgary, AB
- Full-time
…across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating…
Added 32 mins ago
SC
store manager, Duncan, B.C
Starbucks Coffee Company
Duncan, BC
- $59,400 to $78,450 CAD / year
- Full-time
Our Store Managers bring the Starbucks experience to life by managing store operations, driving financial success, building great teams, and building a meeting place in their communities.…
Added 32 mins ago
P
Senior Portfolio Release Manager - Flights Acquisition & Retention
Priceline
Toronto, ON
- Full-time
Senior Portfolio Release Manager - Flights Acquisition & Retention
Added 47 mins ago
CA
Maintenance Technician
Centurion Associates Inc
Ottawa, ON
- Full-time
Our mission is to be sought after as a leading-edge, reputable, multi-disciplinary alternative asset manager; to capitalize on opportunities in new and interesting investment strategies…
Added 47 mins ago
IT
Manufacturing Quality Specialist
Ideon Technologies
Richmond, BC
- Full-time
You will report to the Manager, Manufacturing and work in a team setting with Manufacturing professionals and Operations team members.
Added 47 mins ago
G
Administrative Associate-EN
Guillevin
Whitehorse, YT
- Full-time
Support the manager by performing all administrative tasks: manage email and scheduling, manage billing, track and update accounts receivable.
Added 47 mins ago
CG
Chef Manager
Compass Group Canada
Sudbury, ON
- Full-time
The Chef Manager is responsible to ensure the efficient operation of all Food Services at the facility. This encompasses the administration, staffing/scheduling, client/customer relations,…
Added 47 mins ago
CC
Client Services Coordinator
Canadian Cancer Society
Montreal, QC
- Temporary
Liaise with Marquise staff as well as other contractors and vendors to facilitate lodge operations and repair and maintenance issues in accordance with standard operating procedures as…
Added 47 mins ago
V
Underground Mine Operations Supervisor
Vale
Canada
- Full-time
We are currently seeking an Underground Operations Supervisor to join our Underground Operations team in Voisey’s Bay, Labrador, a fly-in fly-out operation.
Added 47 mins ago
D
Production Operator - Ayr, Ontario, Canada
dsm-firmenich
Ayr, ON
- Full-time
Warn offenders and inform the Plant Manager / Production Supervisor if and when instructions are not complied with.
Added 47 mins ago
TA
SALES ASSOCIATE – PART TIME
The Aldo Group Inc / Le Groupe Aldo Inc.
Victoria, BC
- Part-time
Reporting to the Store Manager, the Part-Time Sales Associate at ALDO is all about driving sales while creating a great in-store experience. You bring the energy, the style, and the…
Added 47 mins ago
TA
SALES LEAD - FULL TIME
The Aldo Group Inc / Le Groupe Aldo Inc.
Victoria, BC
- Full-time
Reporting to the Store Manager, the Sales Lead plays a key role in driving results and supporting the team. You lead by example by helping hit sales targets, coaching associates, and making…
Added 1 hour ago
B
Bilingual Senior Manager, Client Finance Operations – Québec Clients
Burson
Toronto, ON
- Full-time
This existing role serves as the dedicated Senior Manager for day-to-day client finance operations across assigned Québec-based clients, with primary focus on the L'Oréal program as the…
Added 1 hour ago
TS
Institutional Equity Salestrader
TD Securities
Toronto, ON
- Full-time
…jurisdictions. This position liaises closely with the banks other operations in Canada, Europe, Asia Pacific and the U.S. to assist in meeting the Banks…
Added 1 hour ago
AC
Assistant Store Manager - (Virgin Plus: Korean Speaking); North York M2N 5X2
Axcellent Communications Inc.
Toronto, ON · North York, ON
- Full-time
Partner with Leadership: Assist the Store Manager in overseeing daily operations to ensure a smooth, efficient, and welcoming store environment.
Added 1 hour ago
CG
Food Service Supervisor Full Time
Compass Group Canada
ON
- Full-time
Assists the Manager on duty with the coordination of activities of associates within the food service department while maintaining the highest standards and levels of customer service.
Added 1 hour ago
DG
Maintenance Technician
Dexterra Group
Fort McMurray, AB
- Full-time
Reporting to the Maintenance Supervisor/Site Manager, the Maintenance Technician is responsible for the upkeep, repair, and troubleshooting of kitchen appliances, plumbing, electrical…

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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