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Added 8 mins ago
EG
Développeur(-euse) de logiciels sénior(e) (contenu) / Senior Software Development Engineer
Expedia Group
Montreal, QC · Canada - Quebec - Montreal
- Full-time
…conception, la mise en œuvre, les tests, le déploiement et les…
Added 8 mins ago
A
Radiochemistry Analyst
ALS
Burlington, ON · CAN - ON - Burlington (Norjohn Court)
- Full-time
…input into the development and direction of radiochemistry operations, ensuring services consistently meet ALS quality standards, client requirements, turnaround times, and efficiency…
Added 22 mins ago
TC
Assistant Store Manager Winners Homesense Metrotown
TJX Canada – Winners, Marshalls, HomeSense
Burnaby, BC
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Drive store performance by supporting sales results, managing expenses, and overseeing key operations including merchandising, backroom, frontline, cash office, customer service, markdowns,…
Added 23 mins ago
B
Business Analyst (sales contracts)
BD
Mississauga, ON · CAN Mississauga - Derry Road West
- $69,000 to $119,000 CAD / year
- Full-time
…industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the…
Added 23 mins ago
B
Senior Manager, Marketing and Commercial Operations
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Mississauga, ON · CAN Mississauga - Derry Road West
- Full-time
As the Senior Manager, Marketing & Commercial Operations for Waters Advanced Diagnostics Canada, you will provide strategic leadership for the Canadian Advanced Diagnostics business,…
Added 23 mins ago
CO
Director, Data Science
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Toronto, ON
- Full-time
…millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond…
Added 23 mins ago
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Partner Renewal Specialist - Cisco
CDW
Toronto, ON
- Full-time
…customers, partners, account teams, Cisco stakeholders, and internal operations teams to maximize customer retention, drive revenue growth, and ensure a seamless renewal…
Added 23 mins ago
S
Regional Vice President Sales-Western Region
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Vancouver, BC · Calgary, AB · CAN-Vancouver
- Full-time
The successful candidate will report to the SVP, National Sales & lead a high-performing sales culture, work collaboratively with operational leaders across the region, and contribute to…
Added 23 mins ago
S
Strategy Development Principal
SGI
Tisdale, SK · Lloydminster, SK · Swift Current, SK · North Battleford, SK · Meadow Lake, SK · Estevan, SK · Regina, SK · Moose Jaw, SK · Kindersley, SK · Prince Albert, SK · Weyburn, SK · Yorkton, SK · Saskatoon, SK
- Full-time
…development of corporate strategic plans. In this role, you will lead corporate support for divisional functional strategies. You will also, support the development, alignment, evaluation,…
Added 38 mins ago
SI
Senior Specialist, Operational Technology
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Montreal, QC
- Full-time
…and scalable infrastructure that supports critical industrial…
Added 38 mins ago
A
SDx / Octave Solution Architect
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Toronto, ON · Ottawa, ON · Montreal, QC · Vancouver, BC · Calgary, AB
- Full-time
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Added 38 mins ago
RG
Customer Engagement Lead
ROCKWOOL Group
Milton, ON
- Full-time
We are seeking a dynamic Customer Engagement Lead to join our Supply Chain Customer Service team. This is an in-office role with no remote option in Milton, ON.
Added 38 mins ago
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Active Living Manager
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Ottawa, ON · Valley Stream
- Full-time
…experience and passion for inspiring and motivating adults to lead a life of…
Added 38 mins ago
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VP, Strategy and Operations
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Toronto, ON · Canada - Toronto (Sheppard Ave)
- Full-time
The VP, Strategy and Operations acts as the Chief Procurement Officer's principal partner in developing and executing strategy and driving the transformation agenda: responsible for…
Added 53 mins ago
SH
Senior Director, Risk and Compliance
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- Full-time
Lead enterprise-wide risk assessments and provide strategic recommendations regarding organizational risk priorities and mitigation strategies.
Added 1 hour ago
RE
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- Full-time
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Added 1 hour ago
A
Project Manager
Actalent
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- $90 to $110 CAD / hour
- Contract
Lead commissioning and startup efforts to ensure new or upgraded systems and facilities meet performance expectations and can be handed over smoothly to operations.
Added 1 hour ago
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Project Manager
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- $90 to $110 CAD / hour
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Lead commissioning and startup efforts to ensure new or upgraded systems and facilities meet performance expectations and can be handed over smoothly to operations.
Added 1 hour ago
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Added 1 hour ago
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Added 1 hour ago
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Added 1 hour ago
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Coffee Shop management, proficiency in MS Office and POS systems, and strong organizational abilities.
Added 1 hour ago
IC
Cloud Infrastructure & DevSecOps Engineer
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- Full-time
…environments, and provide same-timezone incident response for Canadian operations. This is a high-impact role at the intersection of infrastructure engineering, DevSecOps, and emerging AI…
Added 1 hour ago
Manager, Production
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Lead the development of new and innovative reporting tools that will allow the organization to better identify opportunities for productivity and quality improvements
Added 1 hour ago
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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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