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Added 7 mins ago
R
Associate, merchandising service
RONA
Longueuil, QC
- Full-time
We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to…
Added 7 mins ago
GD
DYNAMITE - Seasonal Sales Associate - Kingsway Mall
Groupe Dynamite
AB · Edmonton, AB
- Temporary
…Associate is to provide an exceptional shopping experience to each customer, and build long term relationships with each customer. You will participate in all the essential duties that…
Added 7 mins ago
WM
Operations manager
Westcliff Management Ltd
AB · Edmonton, AB
- Full-time
…centre. The role provides leadership to the operations team and service contractors while ensuring exceptional customer and tenant experiences, efficient building performance, regulatory…
Added 7 mins ago
GD
GARAGE - Seasonal Sales Associate - Kingsway Mall
Groupe Dynamite
AB · Edmonton, AB
- Temporary
…visits into long-term relationships with the brand. You’ll also support the daily flow of the store, keeping everything running smoothly while upholding our brand and visual…
Added 7 mins ago
J
Dispensing optician
JobsMedia.io
Montreal, QC
- Full-time
Added 7 mins ago
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Seasonal Store Associate CAN
Läderach
Toronto, ON
- Part-time
At least 1 year of experience in retail sales or similar fast-paced, customer-minded environment, with increasing levels of responsibility
Added 7 mins ago
GD
DYNAMITE - Seasonal Sales Associate - CrossIron Mills
Groupe Dynamite
Rocky View No 44, AB · Rocky View County, AB
- Temporary
…Associate is to provide an exceptional shopping experience to each customer, and build long term relationships with each customer. You will participate in all the essential duties that…
Added 7 mins ago
EF
Financial Advisor (Willoughby Branch)
Envision Financial
Langley (District), BC · Langley, BC
- $52,400 to $65,600 USD / year
- Full-time
The Financial Advisor provides exceptional customer service to current and potential members by offering a full range of deposit/investments and complex lending services. This role…
Added 7 mins ago
J
Assistant manager - retail
JobsMedia.io
Mississauga, ON
- Full-time
Resolve issues that may arise, including customer requests, complaints and supply shortages
Added 7 mins ago
Visual Merchandiser
Sporting Life Group
Burnaby, BC
As a Visual Merchandiser, you will create an extraordinary customer experience by creative and visually appealing product presentations, including creating original and eye-catching…
Added 22 mins ago
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retail store supervisor
Smithers-Oasis
Smithers, BC
- Full-time
Resolve issues that may arise, including customer requests, complaints and supply shortages
Added 37 mins ago
FS
Pizza and Bread Clerk Part Time Day
Fortinos Supermarket Ltd
Burlington, ON
- Part-time
…staff, store cleanliness and above all, superior, friendly customer service. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a…
Added 37 mins ago
TL
Counter Sales Person/Associate
Toronto Lighting Supply Inc.
Toronto, ON
- Full-time
…to providing top-quality lighting solutions and exceptional service to our commercial, contractor, and retail clients. We are currently seeking an experienced Counter Sales Person/Associate…
Added 37 mins ago
LC
Pharmacy Assistant, Hourly Part Time Day
Loblaw Companies Limited
St. John's, NL · Greater St. John's Metropolitan Area
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 37 mins ago
LC
Pharmacy Assistant, Hourly Part Time Day
Loblaw Companies Limited
Lethbridge, AB
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 37 mins ago
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cellular telephone technician
CaseMogul
Burnaby, BC
- Full-time
Complete and maintain test and service reports
Added 37 mins ago
TH
Receiving Associate: Full Time - CAMPBELL RIVER
The Home Depot Canada
Campbell River, BC
- Full-time
Responding to public address system announcements Requires listening for customer service calls, personal pages and general information announcements
Added 37 mins ago
TC
Retail Store Coordinator Full Time Winners - Brentwood Commons
TJX Canada – Winners, Marshalls, HomeSense
Lloydminster, AB
- Full-time
Relevant Experience – 1-2 years in retail or service, with a strong grasp of customer needs and operational processes.
Added 37 mins ago
TH
Kitchen and Bath Sales Associate Part-Time - 7255 Cranbroook
The Home Depot Canada
Cranbrook, BC
- Part-time
Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product…
Added 37 mins ago
TH
Merchandising Associate: Full Time (6M Contract) - VANCOUVER
The Home Depot Canada
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
Merchandising Execution Associates (MEAs) perform in-store merchandising service activities such as merchandising projects, planogram maintenance, overhead organization, and display/signage…
Added 37 mins ago
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Seasonal Part Time Educator | PRAIRIE MALL
lululemon
Grande Prairie, AB
- Part-time
The Educator role is the foundation of our success as an organization. Educators are experts in creating world-class customer service, or guest experience, in our retail stores. They are…
Added 37 mins ago
NF
Grocery Clerk Part Time Evening
No Frills
Estevan, SK
- Part-time
Provide great customer service by ensuring the store shelves are stocked and by responding to customer needs
Added 37 mins ago
RA
Associate (Part-Time)
Red Apple Stores ULC
Bonnyville, AB
- Part-time
Red Apple Stores is Canada's favourite chain of over 140 small-town general merchandise retail stores.
Added 37 mins ago
RA
Keyholder (Part-Time)
Red Apple Stores ULC
Bonnyville, AB
- Part-time
Red Apple Stores is Canada's favourite chain of over 140 small-town general merchandise retail stores.
Added 37 mins ago
LM
Customer Service Associate - Seasonal position
La Maison Simons
Quebec, QC
- Full-time
Provide high-quality customer service to our clientele.

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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