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Added 14 mins ago
SB
Team Member
Splitsville Bowl
AB · Edmonton, AB
- Full-time
Join Splitsville as a Team Member and in return you'll get:
Added 14 mins ago
TH
Stores & Receiving Porter
The Hospital for Sick Children
Toronto, ON
- Part-time
As a member of the Stores and Receiving team, you will provide efficient supply and equipment distribution service throughout the Hospital in a timely, efficient and orderly manner. You…
Added 14 mins ago
TH
Milk Prep Room Aide
The Hospital for Sick Children
Toronto, ON
- Part-time
As a member of the Nutrition & Food Services team, you will be responsible to maintain the efficient operation of the areas of, Milk Prep Room with the possibility of support in Patient…
Added 14 mins ago
GZ
cook
Granby Zoo
Granby, QC
- Full-time
This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Added 14 mins ago
B
Senior Manager, Marketing and Commercial Operations
BD
Mississauga, ON · CAN Mississauga - Derry Road West
- Full-time
…pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep…
Added 14 mins ago
AC
Member Solutions Centre Representative I (Full-Time, Permanent) Henderson
Access Credit Union
Kingston, ON · Henderson Branch
- Full-time
The Member Solutions Centre Representative I (MSCR I) provides a high standard of financial service to existing and potential members. As the first contact on all incoming telephone calls,…
Added 14 mins ago
AC
Member Service Representative I (Part-Time, Permanent) Teulon
Access Credit Union
Teulon, MB
- Part-time
The Member Service Representative (MSR) provides a high standard of financial service to existing and potential members, processing transactions and building relationships while promoting…
Added 14 mins ago
AC
Member Service Representative I (Full-Time, Permanent) Winkler
Access Credit Union
Winkler, MB
- Full-time
The Member Service Representative (MSR) provides a high standard of financial service to existing and potential members, processing transactions and building relationships while promoting…
Added 14 mins ago
AC
Member Service Representative I (Part-Time, 13 Month Term) Winkler
Access Credit Union
Winkler, MB
- Part-time
The Member Service Representative (MSR) provides a high standard of financial service to existing and potential members, processing transactions and building relationships while promoting…
Added 14 mins ago
CO
Associate, Software Engineer, New Grad
Capital One
Toronto, ON
- Full-time
…prefer NoSQL databases over anything else, you'll fit in our team. All you need is to be passionate about…
Added 14 mins ago
CO
Associate, Software Engineer, New Grad
Capital One
Toronto, ON
- Full-time
…prefer NoSQL databases over anything else, you'll fit in our team. All you need is to be passionate about…
Added 14 mins ago
C
Junior Specialist, Employee Engagement (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Montreal, QC
- Full-time
…we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force and we are the team making it…
Added 29 mins ago
MH
Sales Associate | Brandon | Part Time | $17 per hour
Michael Hill
Brandon, MB
- Part-time
Contribute towards the success of our Brandon Mall Michael Hill store part time by delivering individualised customer service in a team environment, fostering a fun and supportive culture.
Added 29 mins ago
MH
Sales Associate | Southcentre | Part Time | $17 per hour
Michael Hill
Calgary, AB
- Part-time
Contribute towards the success of our South Centre Michael Hill store part time by delivering individualised customer service in a team environment, fostering a fun and supportive culture.
Added 30 mins ago
RS
Logistics Supervisor - Weekend Afternoon Shift
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Milton, ON · CAN - Milton ON Peddie Rd
- Full-time
Ability to work independently and as a member of a team , Required
Added 44 mins ago
SH
Health Care Aide
SE Health
Red Deer, AB
- Part-time
The Health Care Aide is a key member of the care team who provides care for residents living in seniors living facilities using a client and family-centered approach that incorporates the…
Added 44 mins ago
SH
Health Care Aide
SE Health
Red Deer, AB
- Part-time
The Health Care Aide is a key member of the care team who provides care for residents living in seniors living facilities using a client and family-centered approach that incorporates the…
Added 44 mins ago
A
Employee Relations Advisor
Arcadis
Toronto, ON
- Full-time
As a member of the Local People Service team, the Employee Relations Advisor will establish trusted relationships with employees & line managers and provide front line advisory support on…
Added 1 hour ago
PS
TECHNOLOGICAL ADVISOR
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Quebec, QC
- Full-time
…performance technological advisor. By joining the PMP SOLUTIONS team and, more specifically, as a member of the delivery team, you'll be called upon, among others,…
Added 1 hour ago
CD
truck and transport mechanic
Carrefour Du Camion
Rimouski, QC
- Full-time
This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Added 1 hour ago
MH
Sales Associate | Crossiron Mills | Full Time | $17 per hour
Michael Hill
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- Full-time
…Hill store full time by delivering individualised customer service in a team environment, fostering a fun and supportive…
Added 1 hour ago
RG
cook
Rickys Group of Family-Style Restaurants
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- Full-time
This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Added 1 hour ago
LC
Health Educator I
Lake Cumberland Home Health
Cumberland, BC
- Full-time
…services according to the guidelines set by the Core Clinical Service Guide/Administrative Reference (CCSG/AR), participates as a team member, having a basic understanding of the team…
Added 1 hour ago
RG
food service supervisor
Rickys Group of Family-Style Restaurants
Prince Albert, SK
- Full-time
Ensure that food and service meet quality control standards
Added 1 hour ago
TO
Registered Nurse, Hemodialysis
The Ottawa Hospital
Ottawa, ON
- Internship
Demonstrates the ability to work effectively as an active member of the health care team;

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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