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Added 13 mins ago
Advisor, New Technology Introduction Program
CANADIAN AIR TRANSPORT SECURITY AUTHORITY
Ottawa, ON
The Advisor, New Technology Introduction (NTI) Program, reporting to the Manager, New Technology Introduction(NTI) is responsible for delivering Pre-board Screening (PBS) and Hold-baggage…
Added 1 hour ago
SP
Technical Recruiter (6 month contract)
Salesforce Partner Canada
Toronto, ON
- Contract
You've recruited at scale across technical disciplines - software engineering, infrastructure, product, data, or research roles. You understand the nuances between technical specialties and…
Added 1 hour ago
SP
Solutions Architect, Salesforce Migrations (Data360, Revenue, Tableau, or Marketing Clouds)
Salesforce Partner Canada
Toronto, ON
- Full-time
…management and hands-on technical execution. You'll act as a trusted advisor who bridges a customer's legacy environment with their future-state platform - accelerating timelines through…
Added 2 hours ago
C
Customer Success Manager
CDW
Toronto, ON
- Full-time
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions.
Added 3 hours ago
X
Account Executive
XTM
Montreal, QC
- Full-time
Build and maintain long-term relationships with key clients, becoming a trusted advisor and driving customer satisfaction
Added 3 hours ago
BT
BMW Motorrad Product Advisor
BMW Toronto
Toronto, ON
- $35,000 to $85,000 CAD / year
- Full-time
We are expanding our team and seeking a Motorrad Product Advisor to join our brand-new standalone location.
Added 4 hours ago
R
Investment Advisor
RBC
Toronto, ON
- Full-time
As an Investment Advisor at RBC Dominion Securities, you can help your clients reach their goals, while we help you reach yours. Maybe you’ve dreamed of starting your own business, but…
Added 4 hours ago
XI
Account Executive
XTM International
Remote, Canada
- Full-time
- Remote
Build and maintain long-term relationships with key clients, becoming a trusted advisor and driving customer satisfaction.
Added 5 hours ago
Specialist Product Ownership - BI Solution (12-months contract)
Nestle Operational Services Worldwide SA
Toronto, ON · North York, ON
Job Title: Specialist Product Ownership - BI Solution (12-months contract)
Added 5 hours ago
L
Senior Technology Manager - Security Engineering and Architecture
lululemon
Vancouver, BC
- Full-time
…connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in.…
Added 5 hours ago
K
Senior Customer Success Manager
Klue
Remote, Canada
- $90,000 to $130,000 CAD / year
- Full-time
- Remote
…every risk on the radar before it becomes a problem. Klue's product moves fast. New AI agents, integrations, and capabilities ship continuously. The CSMs who thrive here stay ahead of it,…
Added 7 hours ago
K
Cloud Consultant
Kyndryl
Toronto, ON · Ottawa, ON · Montreal, QC · Calgary, AB
- Full-time
…business outcomes. The successful candidate will act as a trusted advisor and architecture leader, shaping cloud transformation roadmaps while guiding execution across multi-disciplinary…
Added 7 hours ago
SAP Client Delivery Manager
NTT DATA Services
Toronto, ON
…builds a solid customer relationship and acts as a trusted advisor to the…
Added 8 hours ago
CB
Sales Associate - CosmoProf Store # 07369
CosmoProf Beauty
Brandon, MB
- Full-time
The Sales Associate/Beauty Advisor will focus on one primary objective – creating a memorable shopping experience for our customers. We are continually searching for passionate beauty…
Added 9 hours ago
SC
Vice President Business Development / Portfolio Manager / Investment Advisor - British Columbia / Vancouver / Vancouver Island- Partner Track
Schwaben Capital Group Limited
Toronto, ON
- Full-time
Investment Advisor / Portfolio Manager - Business Development, Partner Track
Added 10 hours ago
A
Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
…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…
Added 10 hours ago
P
Technical Consultant (PACS)
Philips
Mississauga, ON
- Full-time
Partnering with cross-functional teams, product leaders, and executive stakeholders to align technical solutions with strategic business objectives. Influencing product improvements and…
Added 10 hours ago
BT
Territory Sales Manager
Bumper To Bumper Auto Parts
Barrie, ON
- Full-time
Present compelling product solutions and value propositions to customers.
Added 10 hours ago
RM
Sales Associate | Canmore (Part-Time, October - January)
Rocky Mountain Soap Company
Canmore, AB
- Part-time
- Temporary
The Product Advisor (Sales Associate) is responsible for creating a memorable, authentic, and sudsy experience in our stores, for all customers. Utilizing a wealth of natural product…
Added 10 hours ago
RM
Sales Associate | Canmore (Full-Time, October - January)
Rocky Mountain Soap Company
Canmore, AB
- Full-time
- Temporary
The Product Advisor (Sales Associate) is responsible for creating a memorable, authentic, and sudsy experience in our stores, for all customers. Utilizing a wealth of natural product…
Added 10 hours ago
RM
Sales Associate | Banff (Part-Time, October - January)
Rocky Mountain Soap Company
Banff, AB
- Part-time
- Temporary
The Product Advisor (Sales Associate) is responsible for creating a memorable, authentic, and sudsy experience in our stores, for all customers. Utilizing a wealth of natural product…
Added 10 hours ago
RM
Sales Associate | Banff (Full-Time, October - January)
Rocky Mountain Soap Company
Banff, AB
- Full-time
- Temporary
The Product Advisor (Sales Associate) is responsible for creating a memorable, authentic, and sudsy experience in our stores, for all customers. Utilizing a wealth of natural product…
Added 12 hours ago
T
Advisor, Analytics Consulting
TransUnion
Burlington, ON
- Full-time
As an Advisor, Analytics Consulting, you will serve as the primary delivery lead for client-contracted analytics consulting engagements focused on credit risk management and business…
Added 12 hours ago
T
Business Succession Advisor
TD
Vancouver, BC
- Full-time
The Business Succession Advisor is responsible for providing specialized business owner and succession planning advice within an assigned Private Wealth Management territory. The role…
Added 12 hours ago
T
KYC Business Insights & Enablement
TD
Toronto, ON · Markham, ON
- Full-time
Act as a trusted advisor on KYC data and reporting.

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

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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.

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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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