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Added 17 mins ago
SM
RQ11531 – Scrum Master – Intermediate
S M Software Solutions Inc
Toronto, ON
- Internship
Lead with a servant-leader approach, focusing on removing blockers for the team and empowering them to achieve their goals.
Added 17 mins ago
IB
Senior Manager, Admissions and Enrolment
International Business University
Toronto, ON
- Full-time
Lead and develop a high-performing team while promoting accountability, innovation, operational excellence, and a culture of continuous improvement.
Added 17 mins ago
LI
Finance Operations Manager (AP)
Livingston International
Toronto, ON
- Full-time
Lead, mentor, and develop the accounts payables and duty audit team, including hiring, performance evaluations, and fostering career growth.
Added 17 mins ago
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Assistant Sales Manager
Altis
Mississauga, ON
- Full-time
In this role, you'll work closely with the Showroom Manager to support daily operations, coach Sales Associates and deliver an exceptional customer experience. You'll lead by example on the…
Added 17 mins ago
FB
Assistant Deli/Cheese Manager
Farm Boy Inc.
Toronto, ON
- $21.5 CAD / hour
- Full-time
Lead regular team huddles to share goals, recognize achievements, exchange product knowledge, and provide meaningful feedback to build engagement and connection.
Added 17 mins ago
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Maketing Manager
GluteNull
Port Coquitlam, BC
- Full-time
The Opportunity: We are hiring a Marketing Manager to lead the next stage of our growth. In 2026, a Glutenull brand has to operate like a media company - great product is the price of…
Added 17 mins ago
OL
Senior Project Manager
Ocuco Limited
Burnaby, BC
- Full-time
…dedicated to helping eyecare professionals streamline their operations and provide exceptional patient care. With a global presence and a focus on innovation, Ocuco has built a reputation…
Added 19 mins ago
BB
Retail Sales & Technical Service Supervisor
Best Buy Canada
Kingston, ON
- Full-time
…supervisor, which we call a computing solutions & services team lead at Best Buy. In this role, you will lead, develop and support our computer solutions and services team and work together…
Added 19 mins ago
A
Grounds Supervisor
Alterra
The Blue Mountains, ON · Blue Mountain Resort LP
- Full-time
The purpose of this role is to supervise, lead and support the grounds maintenance team with various property maintenance projects across the resort. The Supervisor, Grounds Maintenance is…
Added 19 mins ago
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Full-Time Tactical Security Guard Outdoor Nights
GardaWorld
Toronto, ON
- Full-time
Follow site procedures and support the Team Lead with daily operations.
Added 19 mins ago
Assistant Manager - Hamilton District, ON (Future Opportunities)
Scotiabank
Hamilton, ON
As the Assistant Manager, you will lead and oversee the overall success of the Retail Sales and Customer Service teams in a Canadian Bank branch. You will work to ensure business…
Added 19 mins ago
Customer Experience Lead - Acton
Scotiabank
Acton, ON
Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates
Added 19 mins ago
Manager, Service Centre
Grainger Businesses
Montreal, QC · ANJOU, Queb
Drive accountability of leaders to ensure team members and operations are functioning at the set standards
Added 19 mins ago
Risk Manager (Opportunité future)
Aecon
Montreal, QC · Lachine, Queb
Integrity. We lead by example, with humility and courage.
Added 34 mins ago
store manager - Elmsdale, NS
Starbucks
Elmsdale, NS
Nurture talent & lead a team: engage the hearts and minds of your team and develop their skills so that they realize their personal best, both as individuals and as thriving teams
Added 34 mins ago
HR
Porter
Humber River Health
ON · Greater Toronto Area, ON
- Other
At Humber River Health, we’re not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability…
Added 34 mins ago
FB
Bakery Department Manager
Farm Boy Inc.
Kingston, ON
- $55,000 to $60,000 CAD / year
- Full-time
Develop and lead a high-performance team by overseeing recruitment, training, coaching, performance reviews, recognition, and ongoing development while maintaining confidentiality and trust.
Added 34 mins ago
FB
Assistant Meat Manager
Farm Boy Inc.
Kingston, ON
- From $21.5 CAD / hour
- Full-time
Lead regular team huddles to share goals, recognize achievements, exchange product knowledge, and provide meaningful feedback to build engagement and connection.
Added 34 mins ago
FB
Assistant Grocery Manager
Farm Boy Inc.
Collingwood, ON
- From $21.5 CAD / hour
- Full-time
Lead regular team huddles to share goals, recognize achievements, exchange product knowledge, and provide meaningful feedback to build engagement and connection.
Added 34 mins ago
FB
Assistant Grocery Manager
Farm Boy Inc.
Kingston, ON
- From $21.5 CAD / hour
- Full-time
Lead regular team huddles to share goals, recognize achievements, exchange product knowledge, and provide meaningful feedback to build engagement and connection.
Added 34 mins ago
LC
Director, Sourcing – Wine, Beer & Spirits
Loblaw Companies Limited
Brampton, ON
- Full-time
Loblaw is a leader in the retail industry across Canada. With a team of approximately 200,000 colleagues, we welcome Canadians into our stores and online, serving them with a passionate…
Added 34 mins ago
E
Facilities Operations Manager
EllisDon
Thunder Bay, ON · ON · Ontario Projects
- Full-time
…more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse…
Added 48 mins ago
FB
Assistant Grocery Manager
Farm Boy Inc.
Collingwood, ON
- $21.5 CAD / hour
- Full-time
Lead regular team huddles to share goals, recognize achievements, exchange product knowledge, and provide meaningful feedback to build engagement and connection.
Added 48 mins ago
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Technical Support Analyst
ICES
Toronto, ON
- Contract
Ready to discover more with us? Join our outstanding, collaborative team where your skills, knowledge and curiosity are valued and can change the future of health care.
Added 48 mins ago
EV
Coordinator, Training, Mine Operations
Elk Valley Resources
Sparwood, BC
- $108,000 to $128,000 CAD / year
- Full-time
Reporting to the Senior Lead, Training & Development Mine Operations, the Coordinator, Training, Mine Operations is responsible for coordinating, developing, and delivering training…

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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