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Added 8 mins ago
YC
Intake Engagement Worker
YW Calgary
Calgary, AB
- Full-time
The Intake & Engagement Worker is a key frontline member of the Safer Pathways Initiative, a collaborative partnership between YWCA Calgary, Calgary Police Services (CPS), and FearIsNotLove…
Added 8 mins ago
RS
Direct Support Professional
Rygiel Supports for Community Living
Hamilton, ON
- Full-time
…Working under the direction of the Supervisor, Interdisciplinary Service Evolution, and as part of a coordinated interdisciplinary team, this role helps each person supported build on their…
Added 8 mins ago
23084 - Senior Probation Officer - West Berkshire
Ministry of Justice UK
Windsor, ON
To play an active part in the corporate management of the NPS as necessary, as a member of the LDU/Operational Unit Management Team
Added 8 mins ago
UH
Senior Data Science Analyst
University Health Network
Toronto, ON
- Contract
…drug discovery through machine learning and AI to join our team at the Structural Genomics Consortium (SGC). As a Data Scientist at SGC, you will play a central role in developing and…
Added 8 mins ago
UH
Registered Nurse - Family Health Team
University Health Network
Toronto, ON
- Contract
The Toronto Western Family Health Team delivers primary care services through a multi-disciplinary, inter-professional approach to diverse patient populations. The Registered Nurse (RN)…
Added 8 mins ago
UH
Clinical Research Study Assistant
University Health Network
Toronto, ON
- Full-time
Under the supervision of the palliative care research team, the Clinical Research Study Assistant will be responsible for recruiting study participants from medical oncology and hematology…
Added 8 mins ago
Client Service Coordinator
Bayshore
Vaughan, ON
…HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best…
Added 8 mins ago
SH
Health, Safety and Employee Incident Coordinator
Spectrum Health Care
Toronto, ON
- Full-time
By joining Spectrum Health Care you will be part of one of Canada’s Best Managed companies and a committed member of a team of highly skilled healthcare professionals.
Added 8 mins ago
Store Associate
Sherwin-Williams
Penticton, BC
Your video interview is reviewed by a member of our Recruitment team and our top candidates are invited to meet with our team in a store, specialty wholesale branch, floorcovering facility…
Added 8 mins ago
CF
Personal Training Manager
Crunch Fitness Canada
Hamilton, ON
- $50,000 CAD / year
- Full-time
Join our team as the Personal Training Manager and be a driving force behind a high-performance, high-care culture that prioritizes speed, urgency, and exceptional results through member…
Added 8 mins ago
PC
Human Capital Operational Excellence Manager (Contract)
Pwc Canada
Toronto, ON
- Full-time
Closely monitor service delivery standards and capacity of the team
Added 22 mins ago
VH
Physiotherapist - Adults
VHA Home HealthCare
Toronto, ON
- Part-time
VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they…
Added 22 mins ago
P
General Manager
Petfinity
Calgary, AB
- Full-time
Performance management and team member relations
Added 22 mins ago
FN
Regional Technical IT Analyst, Vancouver Island
First Nations Health Authority
Ladysmith, BC
- Full-time
Are you passionate about technology and helping people succeed? As a key member of the regional team, you'll provide hands-on IT support that enables staff, communities, and partners to…
Added 22 mins ago
SJ
Store Manager - Peoples Jewellers - Lansdowne Place
Signet Jewelers
Peterborough, ON
- Full-time
…development in the areas of operations, sales techniques, customer service, product knowledge, inventory control and visual merchandising. Communicates performance expectations, sets…
Added 22 mins ago
DG
Accountant, Privately Held Business Group [New Grad Fall 2027]
Doane Grant Thornton LLP
Peterborough, ON
- Full-time
…others shoes before taking action. Just imagine being part of a team that puts “we before me”, where flexAbility is a mindset, and where you trust your colleagues to have your back. At…
Added 22 mins ago
A
Regional Sales Director, Apartments.com - Vancouver, British Columbia
Apartments.com
Vancouver, BC
- $150,000 to $170,000 CAD / year
- Full-time
…marketing and Apartments.com Market Analytics in their region/team. The RD is responsible for growing and developing the region’s revenues by selling new advertising and info subscriptions…
Added 22 mins ago
BH
Mechanical Division Manager - Generation Engineering
BC Hydro
Burnaby, BC
- $158,900 to $200,900 CAD / year
- Full-time
Actively participates in the management and leadership of Generation Engineering as a member of the Generation Engineering Management team (GEMT) contributing to goal setting, performance…
Added 22 mins ago
B
Senior Mechanical Engineer
BGIS
Markham, ON
- Full-time
The Senior Mechanical Engineer will be a member of the Professional Services team and be able to work independently on Heating, Ventilation and Air Conditioning (HVAC), plumbing, drainage,…
Added 22 mins ago
MF
Sales & Business Development Representative
Merit for Jobs
Mississauga, ON
- Full-time
Our member is looking for a Sales & Business Development Representative to join their team in Mississauga, ON.
Added 22 mins ago
MF
Residential & Commercial Service Plumber
Merit for Apprenticeship
Mississauga, ON
- Full-time
Our member is looking for a 306A Licensed Residential & Commercial Service Plumber, to join their team in Mississauga, ON.
Added 22 mins ago
MF
Residential & Commercial Service Plumber
Merit for Training
Mississauga, ON
- Full-time
Our member is looking for a 306A Licensed Residential & Commercial Service Plumber, to join their team in Mississauga, ON.
Added 22 mins ago
MF
Sales & Business Development Representative
Merit for Training
Mississauga, ON
- Full-time
Our member is looking for a Sales & Business Development Representative to join their team in Mississauga, ON.
Added 22 mins ago
GC
Manager, Service Centre
Grainger Canada
Montreal, QC
- Full-time
Grow revenue and market share by developing a strategic plan with the sales team and market manager to meet or exceed incremental sales growth expectations. That includes owning the service…
Added 22 mins ago
T
System Engineering Sub-Discipline Manager, Halifax NS
Thales
Dartmouth, NS
- Full-time
…complex subjects and take on an educational role so that their team can reach discipline excellence and deliver competitive solutions within a multidisciplinary environment. They are a…

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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