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Added 2 mins ago
TH
Lot Attendant
The Humberview Group
Toronto, ON · Etobicoke, ON
- Full-time
If you’re looking to get your foot in the door in the automotive industry and learn about the sales department process, this is a great position to start in!
Added 3 mins ago
TT
First Mile Transportation Manager - 12 Month Contract
The TJX Companies, Inc.
Mississauga, ON · CAN Home Office Mississauga ON
- $89,208 to $135,086.4 CAD / year
- Full-time
We’re looking for a First Mile Transportation Manager - 12 Month Contract to lead a critical national transportation network, overseeing 40,000-50,000 annual linehaul movements across…
Added 18 mins ago
RB
Client Advisor
Royal Bank of Canada
Virden, MB
- Part-time
Track record in building rapport and maintaining client relationships within the financial, service or retail industry
Added 33 mins ago
CI
Supervisor (Part Time)
Carters Inc.
Kelowna, BC
- Part-time
…most-purchased children’s clothing brand.* We’ve become an industry leader by providing quality - from the first Original Bodysuit® to the lasting careers we offer our team. We’ve kept our…
Added 33 mins ago
BP
Planbook Designer (Architectural Technologist)
Brookfield Properties
Calgary, AB
- Full-time
…development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures -…
Added 48 mins ago
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Surintendant(e)/Superintendent
EllisDon
Quebec, QC · Saguenay, QC
- Full-time
Added 1 hour ago
Supervisor, Operations (TBS)
Brewers Retail Inc
Ottawa, ON
We are currently searching for a Supervisor, Operations reporting to the Manager, DC Operations. This is a Full-Time Permanent opportunity. As a member of our Distribution team, you will…
Added 1 hour ago
L&
Assistant Store Manager - Masonville
Lindt & Sprüngli (Canada), Inc
London, ON · LCA - CAN - Retail - Masonville Place - ON
- Full-time
We are looking for an enthusiastic and keen individual to fill the role of Assistant Store Manager for our Lindt Chocolate Shop in Masonville. The ideal candidate must possess strong…
Added 1 hour ago
L&
Assistant Store Manager - Sherway Gardens
Lindt & Sprüngli (Canada), Inc
ON · LCA - CAN - Retail - Sherway Gardens - ON
- Full-time
We are looking for an enthusiastic and keen individual to fill the role of Assistant Store Manager for our Lindt Chocolate Shop in our brand new location in Sherway Gardens. The ideal…
Added 1 hour ago
L&
Assistant Store Manager - GTA
Lindt & Sprüngli (Canada), Inc
Toronto, ON · LCA - CAN - Corporate - Head Office - Toronto - ON
- Full-time
We are always interested in connecting with passionate, customer-focused retail leaders who thrive in a premium retail environment and are committed to delivering exceptional customer…
Added 1 hour ago
TS
Territory Sales Manager
Tempur Sealy International
Toronto, ON · Canada - Toronto
- Full-time
Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.
Added 1 hour ago
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Temporary - Assistant Department Manager Front End - Belmont Market
Sobeys
Langford, BC
- Temporary
The Assistant Front End Manager supports and assists the Front-End Manager in the efficient and fiscally responsible operation of the department. The Assistant Manager will lead, manage,…
Added 1 hour ago
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Store Manager - Smart Centres Mount Pearl
RCL - Reitmans Canada Ltd/Ltée
Mount Pearl, NL
- Full-time
Reporting to the Regional Manager, join a team where your leadership will truly have an impact! As a Store Manager, you’ll be at the heart of the action: leading and inspiring your team,…
Added 1 hour ago
Aircraft Maintenance Engineer Apprentice
Keewatin Air LP
Winnipeg, MB
The Aircraft Maintenance Apprentice works under the supervision of Production Manager to learn and perform tasks related to maintaining and repairing aircraft.
Added 1 hour ago
Temporary - Assistant Department Manager Front End - Belmont Market
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Langford, BC
The Assistant Front End Manager supports and assists the Front-End Manager in the efficient and fiscally responsible operation of the department. The Assistant Manager will lead, manage,…
Added 1 hour ago
Key Account Manager (Bilingual French)
Questrade Financial Group
Toronto, ON
Have industry knowledge in retail, consumer finance, integrated software, or e-commerce
Added 1 hour ago
S
Director, Digital Experience Platforms
Sobeys
Mississauga, ON
- Full-time
Define the future-state architecture and capability evolution roadmap for DXP technologies including Adobe Experience Manager (AEM), front-end platforms, mobile applications, search…
Added 2 hours ago
A
AI Forward Deployed Technology Senior Manager
Accenture
Mississauga, ON · Montreal, QC
- Full-time
…countries, ATCs provide our clients with seamless access to industry insights and innovative technology…
Added 2 hours ago
PC
Manager, Destination PR & Storytelling
Pursuit Collection
Banff, AB · Calgary, AB · Canmore, AB · CAN - Calgary Office
- Full-time
…pitching media, hosting journalists on a glacier, attending industry events, advising internal partners and collaborating with operational teams to bring a story to life. The successful…
Added 2 hours ago
HB
In Store Tailor - BOSS Store, Yorkdale
HUGO BOSS Retail, Inc.
Toronto, ON
- Other
Under direction from the Store Manager, the Tailor is responsible for producing high quality altered merchandise within established timeframe standards and working effectively with other…
Added 2 hours ago
CP
Regional Sales Manager
Charlotte Products Ltd.
Ottawa, ON
- Full-time
The Regional Sales Manager (RSM) is responsible for growing the Charlotte Products brand and facilitating profitable sales growth within existing and new distribution partners, as well as…
Added 2 hours ago
R
Yard & Warehouse Supervisor
RONA
Charlottetown, PE
- Full-time
A comprehensive training program for all new hires
Added 2 hours ago
4A
Automotive Sales Person - Renfrew Chrysler
401 Auto
Renfrew, ON
- Full-time
Management Training Program – Grow into a General Manager!
Added 2 hours ago
D
Assistant Team Leader
Dollarama
Maniwaki, QC
- Part-time
Approximately one (1) year of relevant experience in the retail industry.
Added 2 hours ago
D
Assistant Team Leader
Dollarama
St. John's, NL · Greater St. John's Metropolitan Area
- $17.2 to $17.95 CAD / hour
- Part-time
Approximately one (1) year of relevant experience in the retail industry.

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.

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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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