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Added 39 mins ago
LE
Junior Operational Improvement Specialist (In-Person)
Lynx Equity Limited
Toronto, ON · Greater Toronto Area, Canada
- $60,000 to $70,000 CAD / year
- Full-time
Lynx Equity Limited is a Canadian-based manager of private equity funds. We currently have 50 portfolio companies across North America and Europe. Our portfolio will continue to grow as we…
Added 39 mins ago
EC
Project Coordinator
EnGlobe Corp.
Moncton, NB
- Full-time
…innovation and collaboration are an integral part of our daily…
Added 39 mins ago
FH
Coordinator, Housekeeping Services
Fraser Health
Surrey, BC
- Full-time
The Coordinator, Housekeeping Services, is responsible for the day-to-day operations of housekeeping services and staff within designated site. Participates in program and service delivery,…
Added 39 mins ago
FH
Business Support Assistant
Fraser Health
Surrey, BC
- Full-time
…identifies attendance issues and sets up meeting for Director/Manager and/or front line supervisor to review concerns with…
Added 54 mins ago
CR
restaurant manager
Chuck's Roadhouse Bar & Grill
North Bay, ON
- Full-time
Added 54 mins ago
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manager - retail store chain
Baskin-Robbins
Ottawa, ON · Kanata, ON
- Full-time
Plan, organize, direct, control and evaluate daily operations
Added 54 mins ago
OT
restaurant assistant manager
Original Tandoori Kitchen
Vancouver, BC
- Full-time
Plan, organize, direct, control and evaluate daily operations
Added 54 mins ago
NF
assistant manager, restaurant
Nando’s Flame Grilled Chicken
North Vancouver, BC
- Full-time
Added 1 hour ago
CH
Night Shift Manager
Covenant Health Canada
AB · Edmonton, AB
- Part-time
Reporting to the Senior Officer, Urban Acute & Primary Care Operations the Site Shift Manager provides site-wide operational and clinical leadership across all patient care units at the…
Added 1 hour ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 1 hour ago
BH
Registered Nurse - Brief Assessment Service
Bariza Health
Oakville, ON
- Full-time
Added 1 hour ago
UO
Administrative Coordinator
University of Waterloo
Waterloo, ON
- Full-time
· Provides administrative support to the Administrative Manager and Director, including preparation of documents and coordination for Academic Program Cyclical Reviews and external site…
Added 1 hour ago
SH
Journeyman HVAC
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
…preventative maintenance and repairs as directed by the Supervisor and Manager of Facility…
Added 1 hour ago
SH
Journeyman HVAC Tech
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
…preventative maintenance and repairs as directed by the Supervisor and Manager of Facility…
Added 1 hour ago
T
Operations Supervisor
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
…global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad…
Added 1 hour ago
T
Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
As an Operations Manager, you will play a pivotal role in overseeing and managing a group of Cluster leads or clusters within our organization. Your responsibility is to ensure the…
Added 1 hour ago
T
Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
As an Operations Manager, you will play a pivotal role in overseeing and managing a group of Cluster leads or clusters within our organization. Your responsibility is to ensure the…
Added 1 hour ago
T
Elevated Support Senior Specialist
Teleperformance
Toronto, ON · TPCA Toronto
- $23.43 CAD / hour
- Full-time
…global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad…
Added 1 hour ago
T
Elevated Support Senior Specialist
Teleperformance
Toronto, ON · TPCA Toronto
- $23.43 CAD / hour
- Full-time
…global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad…
Added 1 hour ago
M
Senior Risk Manager - Subways
Mace
Toronto, ON
- Full-time
…about our purpose, culture, and priorities, visit our strategy…
Added 2 hours ago
FS
Area Safety Manager
First Student
Toronto, ON
- Full-time
Communicate safety and compliance concerns related to driver practices or vehicle operations to location leadership and the Area Training Manager. Support corrective actions within the…
Added 2 hours ago
SB
Team Member
Splitsville Bowl
AB · Edmonton, AB
- Full-time
Maintain record of daily operations as required with communication book and checklists.
Added 2 hours ago
SB
Kitchen Manager (Seven-10 Kitchen + Bar)
Splitsville Bowl
Richmond, BC
- Full-time
When joining Splitsville Bowl as a Chef/Kitchen Manager, you will receive a thorough induction to set you up for success and ensure you are fully trained in our kitchen operations and how…
Added 2 hours ago
FS
retail sales manager
Firefly Solar Inc.
Calgary, AB
- Full-time
Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales
Added 2 hours ago
A
Lab Technician/Technologist
AtkinsRéalis
Saskatoon, SK
- Full-time
…team in Saskatoon, Saskatchewan. This role reports to the Lab Operations Manager and supports construction materials, geotechnical, and Geomechanical testing programs through hands-on…

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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