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Added 4 mins ago
CC
PROJECT SUPERINTENDENT
Conwest Contracting
Vancouver, BC
- Full-time
Works directly with CWC Executive Management team, Equipment Manager, Estimators and Project Management teams, Site Superintendents, Foremen and Accounting and Finance as part of a…
Added 4 mins ago
AB
fast food restaurant manager
Ali Baba Pizza
Victoria, BC
- Full-time
Added 4 mins ago
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restaurant manager
Belleville's Watering Hole & Diner
Victoria, BC
- Full-time
Added 4 mins ago
MD
restaurant manager
Moby Dick
White Rock, BC
- Full-time
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fast food restaurant manager
Sarocemas
Maple Ridge, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…part of our team-based approach to medicine. Dedicated Office Manager and off-site billing manager to manage your shifts in a very pain free manner, so that all of your time is spent with…
Added 4 mins ago
AD
Senior Project Manager (Contract)
AG Doors Ltd
Port Coquitlam, BC
- Full-time
Role Description The Senior Project Manager (Contract) will lead end-to-end installation of doors and related activities in an on-site capacity based in Vancouver BC. This full-time…
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Family Practitioner/General Practitioner
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Ladner, BC
- Full-time
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Family Practitioner/General Practitioner
Health Match BC
Coquitlam, BC
- Full-time
On-site amenities including Starbucks and a gas station
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Clinical Resource Worker
Lookout Housing and Health Society
Surrey, BC
The Clinical Resource Worker (CRW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society including following Lookout’s…
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Lookout Housing and Health Society
Vancouver, BC
The Tenant Support Worker (TSW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society, including following Lookout’s Code…
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Medical Care Aid
Lookout Housing and Health Society
Surrey, BC
Inputs casual availability updates into employee database (Success Factors) and tracks any changes by running reports and notifying Site Manager or designate
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Clinical Resource Worker
Lookout Housing and Health Society
Surrey, BC
The Clinical Resource Worker (CRW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society including following Lookout’s…
Added 4 mins ago
Clinical Support Worker
Lookout Housing and Health Society
Surrey, BC
The Clinical Support Worker (CSW) reports to Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society including following Lookout’s Code of…
Added 34 mins ago
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Renovation manager
Accencis Group
Richmond Hill, ON
- Full-time
Added 34 mins ago
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On-site Electrician Foreman
Merit for Apprenticeship
ON · Ontario, Canada
- Full-time
Manage labour, materials, and daily site operations
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Security Technician - SASKATOON AREA
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Regina, SK
- Full-time
Works closely with the Project Manager and/or supervisor and assists in the overall coordination of specific projects; makes recommendations regarding quality of work and potential changes…
Added 34 mins ago
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Junior Security Technician - North Battleford Area
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Regina, SK
- Full-time
Works closely with the Project Manager and/or supervisor and assists in the overall coordination of specific projects; makes recommendations regarding quality of work and potential changes…
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office manager
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Edmonton, AB
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…areas of the Emergency Department at the discretion of the unit manager/charge nurse. To be successful in this role, you will bring good prioritization and assessment skills, strong…
Added 34 mins ago
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Coordinator
Alberta Health Services
Wetaskiwin, AB
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…facilities. As the Volunteer Coordinator, you’ll work with the Manager, Volunteer Resources, to develop, execute, coordinate and evaluate standardized work methods, following established…
Added 34 mins ago
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Unit Clerk
Alberta Health Services
AB · Edmonton, AB
- Part-time
Reporting to the Clinic Manager, the Unit Clerk provides essential clerical support and ensures the efficient flow of information within the high-volume, fast-paced ambulatory treatment…
Added 34 mins ago
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Registered Nurse
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
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…our staff. The Registered Nurse (RN) will report to the Unit Manager and as such will be an integral member of Stollery's multidisciplinary team. The RN will be trained to support other…
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Kinesiologist
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…Services and Palliative Care. Under the general supervision of the Manager, the Kinesiologist I performs professional duties relating to exercise and health lifestyle assessment,…
Added 34 mins ago
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Service Worker I
Alberta Health Services
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…and Child Kind team, reporting directly to the Inpatient Unit Manager supporting 4D and the Pediatric Surgery, ENT and Opthalmology Clinics This position promotes safe, efficient, timely…

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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