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Added 2 mins ago
M
Product Assurance Manager
MDA
Sainte-Anne-de-Bellevue, QC
- Full-time
The position is responsible for ensuring that the program's products and services meet contractual and divisional quality requirements.
Added 2 mins ago
HR
Registered Technologist, CT
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
Employment Status: Permanent Part TimeReporting Relationship: Manager, Medical Imaging
Added 2 mins ago
HR
Clerical Support Associate, Emergency Department, Part time
Humber River Health
Toronto, ON · Greater Toronto, ON
- Part-time
- Other
…Site Labour Group: Teamsters Clerical Reporting Relationship: Manager, Emergency DepartmentHourly Rate: $29.966 - $31.016…
Added 2 mins ago
OT
Fire Protection Specialist
Ontario Transit Group
Toronto, ON
- Full-time
Support the MEP Area Manager / FPS Package Manager in the coordination and management of the Projectwide FPS subcontractor across all OLS locations
Added 2 mins ago
JC
Assistant Manager
JYSK Canada
Campbell River, BC
- $42,000 to $45,000 CAD / year
- Full-time
As the Assistant Manager, you will assist the store management team in instilling the company values and customer promises within your team and in the store through modeling, coaching, and…
Added 2 mins ago
FB
Warehouse Worker
Farm Boy Inc.
Mississauga, ON
- From $19.5 CAD / hour
- Full-time
Receive, load and unload all products in accordance with established Farm Boy guidelines, alerting the Warehouse Manager to any quality issues.
Added 2 mins ago
AC
Product Manager - SAP Functional Solution Lead
Air Canada
Toronto, ON · Dorval, QC
- Full-time
Air Canada seeks a highly motivated and experienced Product Manager Solution Lead to join the ERP Product team.
Added 2 mins ago
DC
Analytical Development Co-op
Danaher Corporation
Vancouver, BC · CAN - Vancouver - Cytiva
- Full-time
This position reports to the Senior Manager of Analytical Development (AD) and is part of the BioPharmaceutical Operations group located at the Nanomedicines Center in Vancouver, BC and…
Added 14 mins ago
CC
Indigenous Research and Development Coordinator
Canadore College
North Bay, ON
- Full-time
…requiring a high level of attention to detail and consistently high-quality outcomes across a variety of projects and…
Added 14 mins ago
NR
Manager Strategic Communications
Niagara Region
Thorold, ON
- $121,700 to $143,170 CAD / year
- Full-time
Reporting to the Associate Director, Strategic Communications and Public Affairs, the Strategic Communications Manager provides strategic leadership and oversight for corporate…
Added 14 mins ago
JC
Assistant Manager
JYSK Canada
Campbell River, BC
- $42,000 to $45,000 CAD / year
- Full-time
As the Assistant Manager, you will assist the store management team in instilling the company values and customer promises within your team and in the store through modeling, coaching, and…
Added 14 mins ago
SG
Project Manager
Steelcon Group of Companies
Vaughan, ON
- Full-time
We are seeking an experienced Project Manager to oversee and coordinate construction projects from design through to completion, ensuring they are delivered on time, within budget, and to…
Added 14 mins ago
AS
Journeyman / Apprentice Pipefitter – Steamfitter
Air Solutions Canada
Toronto, ON
- Full-time
Reporting Manager: Mechanical Division Manager
Added 16 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 16 mins ago
DC
Service Partner Program Specialist - ONSITE
Danaher Corporation
Concord, ON · CAN - Concord - AB Sciex LP
- Full-time
…Equipment Manufacturers (OEMs). Working closely with Service, Quality, Procurement, Legal, and regional teams, you will help ensure partners are equipped to deliver high-quality service…
Added 16 mins ago
I
Associate Product Manager
ITW
Tecumseh, ON
- Full-time
…individual to join our team at Tregaskiss as an Associate Product Manager based onsite at our Windsor, Ontario…
Added 16 mins ago
Manufacturing Superintendent
Flex-N-Gate
Lakeshore, ON
Quality Management Systems - CQAM.00001 Quality Management Systems Manual
Added 16 mins ago
Manager, Capital Projects
Ice River Sustainable Solutions
Feversham, ON
We are seeking an experienced Manager, Capital Projects to lead the planning and execution of industrial equipment installations, facility upgrades, plant modifications and capital projects…
Added 16 mins ago
DC
Lead Electrical Engineer
Danaher Corporation
Burnaby, BC · CAN - Burnaby - Cytiva
- Full-time
This role reports to the Engineering Manager, Aseptic Filling and is part of the Engineering Team located in Burnaby, BC and will be an on-site role.
Added 16 mins ago
DC
Material Handler
Danaher Corporation
Vancouver, BC · CAN - Vancouver - Cytiva
- Full-time
…initiatives, and ensures all activities comply with applicable quality, safety, environmental, local, national, and international…
Added 16 mins ago
Manufacturing Superintendent
Flex-N-Gate
Lakeshore, ON
Quality Management Systems - CQAM.00001 Quality Management Systems Manual
Added 16 mins ago
LS/Consultant- SAP CSV & Data Migration
Infosys
Canada
…Validation (CSV), ERP Testing, Data Migration Compliance, and Quality Management within regulated Life Sciences environments. The ideal candidate will support SAP ECC to SAP S/4HANA…
Added 16 mins ago
ECommerce Brand Advocate Analyst
The Home Depot
Canada
As part of project management, you will create tickets, follow-up on project status with internal teams and occasionally help to populate forms for back-end data quality.
Added 16 mins ago
TH
Merchandising Execution Associate Part-Time - 7258 Lloydminster
The Home Depot
Lloydminster, SK
- Part-time
Attention to Detail: Stays attentive and aware, catches errors before completing assignments, and maintains high quality standard for work.
Added 16 mins ago
TH
QA Automation Engineer (Askuity division)
The Home Depot
Toronto, ON
- Full-time
We are looking for a dynamic QA Automation Engineer, eager to deliver high quality SaaS based products. As a member of the Product Development team at Askuity, you will help design and…

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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