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Added 16 mins ago
SR
Analyst, FP& A & Continuous Improvement
SmartCentres REIT
Vaughan, ON
- Full-time
…improvement initiatives, with a focus on enhancing processes, systems, and data quality across the organization. Strong collaboration and communication skills are required to partner with…
Added 16 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Abbotsford, BC
- Full-time
Our goal is to demonstrate how we support physicians in leading healthier, happier, and more connected lives. We offer robust support systems and foster an environment where medical…
Added 16 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Abbotsford, BC
- Full-time
Our goal is to demonstrate how we support physicians in leading healthier, happier, and more connected lives. We offer robust support systems and foster an environment where medical…
Added 16 mins ago
SA
Coffee Shop General Manager - Tim Horton's
SSP America
Mississauga, ON
- Full-time
Are you an experienced food service professional with a passion for high-volume environments, a commitment to food safety, and strong leadership skills? If so, SSP Canada has an exciting…
Added 16 mins ago
Manager - Design Services
City of Vancouver
Vancouver, BC
Leads the development, implementation and ongoing evolution of graphic standards, templates, style guides and visual systems that support consistency and usability across the organization.…
Added 16 mins ago
Manager Plumbing and Gas
City of Vancouver
Vancouver, BC
…Vancouver Building By-law, technical decision making for plumbing…
Added 46 mins ago
M&
Field Care Supervisor
McCarthy & Stone
Harrogate, BC
- Full-time
Support the Registered Care Manager with the growth, management and delivery of care services across the allocated geographical area.
Added 46 mins ago
AH
Pharmacist I
Alberta Health Services
Two Hills, AB
- Part-time
…order assessment. The pharmacy department strongly supports professional development and provides educational opportunities and support to facilitate pharmacist…
Added 46 mins ago
FC
FLIGHT CENTRE - TRAVEL CONSULTANT - NORTH SHORE, BC
Flight Centre Travel Group Canada
BC · British Columbia, Canada
- Full-time
This role is rewarding, but it’s not easy, especially in your first few months. You will be learning multiple systems, navigating a wide range of products, and managing high volume customer…
Added 46 mins ago
FC
FLIGHT CENTRE - TRAVEL CONSULTANT - VICTORIA, BC
Flight Centre Travel Group Canada
BC · British Columbia, Canada
- Full-time
This role is rewarding, but it’s not easy, especially in your first few months. You will be learning multiple systems, navigating a wide range of products, and managing high volume customer…
Added 46 mins ago
AH
Manager
Alberta Health Services
Red Deer, AB
- Full-time
…leaders, the Manager will foster a positive workplace culture and support teams through ongoing growth and change. This is an exciting opportunity for a leader who enjoys developing teams,…
Added 46 mins ago
F
Internship - Finance
Fleetworthy
AB · Edmonton, AB
- Volunteer
Communicate with clients regarding expiring/expired payment methods (MOPs) and support the dunning process for failed card payments in coordination with billing systems and payment system…
Added 46 mins ago
AH
Administrative Support V
Alberta Health Services
AB · Edmonton, AB
- Full-time
The Administrative Support V is an advanced position providing direct support to the Manager of Site Operations which oversees a diverse portfolio which includes the Site Integrated…
Added 46 mins ago
AH
Executive Administrative Assistant
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
Are you a highly organized, detail driven professional who thrives in a fast‑paced environment supporting senior leaders? Join Alberta Health Services (AHS) in a pivotal role that helps…
Added 46 mins ago
AH
Registered Nurse - Case Manager
Alberta Health Services
Calgary, AB
- Temporary
…demonstrate proficiency in the following areas: personal and professional accountability, systems thinking, creative thinking, communicating and building relationships, organizational and…
Added 46 mins ago
AH
Pharmacy Technician
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…Central Production. You will work to full scope of practice and support safe, efficient, and high-quality patient care in all areas of medication distribution. Responsibilities include…
Added 46 mins ago
AH
Privacy Advisor
Alberta Health Services
Calgary, AB
- Full-time
Added 46 mins ago
AH
Pharmacy Technician
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…Central Production. You will work to full scope of practice and support safe, efficient, and high-quality patient care in all areas of medication distribution. Responsibilities include…
Added 46 mins ago
AC
Gestionnaire En Finance - CPA
Aston Carter
Montreal, QC
- $65 to $70 CAD / hour
- Contract
Added 46 mins ago
IC
Manufacturing Engineering Technologist
IMT CORPORATION
ON
- $71,800 to $103,300 CAD / year
- Full-time
IMT Precision does not use artificial intelligence, automated screening systems, or algorithm-based decision tools in any part of the hiring process for this position. All applications are…
Added 46 mins ago
IC
Production Supervisor
IMT CORPORATION
ON
- $65,200 to $92,600 CAD / year
- Full-time
IMT Precision does not use artificial intelligence, automated screening systems, or algorithm-based decision tools in any part of the hiring process for this position. All applications are…
Added 46 mins ago
Director, Operations, MB, ON
Mary Browns
Markham, ON
Leads a team of District Managers to support QSR franchised and corporate stores within an assigned region. Responsible for coordination of business development efforts and initiatives…
Added 46 mins ago
H
Dental Administrator
HealthOne
Toronto, ON
- $25 to $27 CAD / hour
…environment where you can develop your skills personally and as an professional. If you’re ready to join one of the fastest-growing holistic healthcare teams in Canada, we’d love to hear…
Added 1 hour ago
SM
Instrumentation & Controls Engineer - Project Lead
Solaris Management Consultants Inc
Surrey, BC · Calgary, AB
- $130,000 to $170,000 CAD / year
- Full-time
At Solaris, we support your career and well-being with comprehensive benefits and a balanced work environment. We offer a competitive total rewards package that includes health and wellness…
Added 1 hour ago
SM
Civil Designer
Solaris Management Consultants Inc
Surrey, BC
- Full-time
At Solaris, we support your career and well-being with comprehensive benefits and a balanced work environment. We offer a competitive total rewards package that includes health and wellness…

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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