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Added 13 mins ago
M
Manager, Customer Success, MYLE Adoption and AI Innovations
Medfar
Montreal, QC
- Full-time
Targeted Remediation Plans: Design targeted interventions (training workshops, coaching, workflow optimization) for accounts showing signs of disengagement with MYLE or its AI modules in…
Added 13 mins ago
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Supervisor Production Coaldale
''
Coaldale, AB
- Full-time
…specifications, shift-to-shift consistency, and coordination of employee training. The Supervisor serves as a coach and mentor for the associates in their area. This position will work…
Added 28 mins ago
CC
Driver Merchandiser
Coca-Cola Canada Bottling Limited
Stellarton, NS
- Full-time
Reporting to the Warehouse Supervisor or Manager, Coke Canada Bottling Driver Merchandisers (or Bulk Drivers) are responsible for delivery of pre-ordered product to assigned accounts,…
Added 28 mins ago
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Team Leader
Dollarama
Mercier, QC
- Full-time
As part of the management team, the Team Leader provides support to the Store Manager and Assistant Store Manager in overseeing daily retail store operations.
Added 28 mins ago
RS
Operations Logistics Manager
Ryder System, Inc.
Oshawa, ON
- Full-time
The Manager Logistics is responsible to manage all activities associated with the efficient operation of accounts. This includes P&L responsibility, ensuring customer satisfaction,…
Added 28 mins ago
M
Manager, Customer Success, MYLE Adoption and AI Innovations
MEDFAR
Montreal, QC
- Full-time
Targeted Remediation Plans: Design targeted interventions (training workshops, coaching, workflow optimization) for accounts showing signs of disengagement with MYLE or its AI modules in…
Added 28 mins ago
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Gérant de département PC Express – non syndiqué temps plein jour
Provigo
Gatineau, QC
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in one of our stores, you will have an immediate impact on sales…
Added 28 mins ago
NF
Front End Department Manager Part Time Day
No Frills
Langley (District), BC · City of Langley, BC
- Part-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 28 mins ago
PC
Area Manager - M&M Food Market
Parkland Corporation
Calgary, AB
- Full-time
Reporting to the Director, Corporate Store Operations & Training, the Area Manager is responsible for a region comprised of 15-20 M&M Food Market corporate store locations. The person acts…
Added 28 mins ago
PM
Respiratory Therapist
Prairie Mountain Health
Brandon, MB
- Internship
Under the direction of the Care Team Manager, the Respiratory Therapist is responsible for working closely with the hospital staff and acting as a leader providing knowledge and advice in…
Added 28 mins ago
S
FT Supervisor Produce - Belmont Market
Sobeys
Langford, BC
- Full-time
…and act as the go to person in the absence of the Department Manager and Assistant. The Supervisor will foster customer loyalty, fulfill customer needs and actively contribute to an…
Added 28 mins ago
B&
Retail Store Manager-Lloyd Mall
Bath & Body Works
Lloydminster, AB
- $64,200 to $83,510 USD / year
- Full-time
As a Store Manager, you will have the opportunity to develop outstanding associates, deliver exceptional and consistent customer experiences, and positively impact growth. Our store leaders…
Added 28 mins ago
Assistant Store Manager-Retail
Roots
Waterloo, ON
Supports the Store Manager in providing product knowledge and selling skills training to new and existing staff.
Added 57 mins ago
PC
Area Manager - M&M Food Market
Parkland Corporation
AB · Edmonton, AB
- Full-time
Reporting to the Director, Corporate Store Operations & Training, the Area Manager is responsible for a region comprised of 15-20 M&M Food Market corporate store locations. The person acts…
Added 57 mins ago
BC
CAD Coordinator
BBA Consultants
Rouyn-Noranda, QC
- Full-time
You’ll report to the Development Manager, CAD/BIM, and support the engineering teams in modelling and coordinating digital models for large-scale projects of all types (mining and…
Added 57 mins ago
BC
CAD Coordinator
BBA Consultants
Val-d'Or, QC
- Full-time
You’ll report to the Development Manager, CAD/BIM, and support the engineering teams in modelling and coordinating digital models for large-scale projects of all types (mining and…
Added 57 mins ago
NC
Pump Technician
Nikkiso Clean Energy & Industrial Gases
Red Deer, AB
- Full-time
Participate in other training as directed by the company or manager.
Added 57 mins ago
GS
Plant Manager
Gables Search Group
Quebec, QC
- Full-time
Hire and supervise training of employees in the use of machines/equipment and production processes through management team.
Added 57 mins ago
SI
Maintenance Coodinator
Shannex Incorporated
Debert, NS
- Full-time
Access to continuing education and training through Shannex’s Centre of Excellence
Added 57 mins ago
DR
Inside Sales - Saskatoon
DMC Recruitment Group
Saskatoon, SK
- Full-time
OTE: $65,000 - $90,000 (Base Salary + Monthly Profit Sharing) | Pension | Benefits | Training & Career Growth
Added 57 mins ago
SI
Resident and Family Service Coordinator - DePaul Hall Annex
Shannex Incorporated
Bedford, NS
- Full-time
Reporting to the Regional Manager, the Resident and Family Services Coordinator plans, coordinates, implements and evaluates client and family services including admissions, assessment and…
Added 57 mins ago
SI
Support Services Attendant (Housekeeping)
Shannex Incorporated
Halifax, NS
- Full-time
Access to continuing education and training through Shannex’s Centre of Excellence
Added 57 mins ago
DR
Branch Manager
DMC Recruitment Group
Edmonton, AB
- Full-time
They are currently seeking an experienced Branch Manager to lead their Edmonton operation. This is an excellent opportunity for a hands-on leader who enjoys balancing sales leadership,…
Added 57 mins ago
QP
Leasing Associate, New Developments, Residential
QuadReal Property Group
Vancouver, BC
- Full-time
…Greater Vancouver Area. Reporting to the Assistant Leasing Manager, New Developments, you’ll be the face of our communities - conducting tours, connecting with prospective residents, and…
Added 57 mins ago
PC
Project Manager
Perma Corp
AB · Edmonton, AB
- Full-time
We are seeking an experienced Project Manager to lead the coordination and delivery of aluminum railings and other miscellaneous metal products, specializing in the low, medium, and…

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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