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Added 3 mins ago
P&
Stage - Hiver 2027 - Service Numériques pour les Moteurs – Développeur logiciel/ Internship - Winter 2027 Digital Engine Services (DES) – Ground cloud software developer
Pratt & Whitney
Longueuil, QC
- Full-time
Travailler au sein de l’équipe de Service Numériques pour les Moteurs (DES) – Logiciels de Station au sol responsable de l’ingestion des données de diagnostic du moteur et de surveillance…
Added 3 mins ago
LC
Pharmacy Assistant, Hourly Part Time Day
Loblaw Companies Limited
St. John's, NL · Greater St. John's Metropolitan Area
- Part-time
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the…
Added 3 mins ago
LC
Pharmacy Assistant, Hourly Part Time Day
Loblaw Companies Limited
Lethbridge, AB
- Part-time
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the…
Added 3 mins ago
A
Product Support Engineer - NAMER
Ashby
Canada
- Full-time
Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations,…
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Seasonal Part Time Educator | PRAIRIE MALL
lululemon
Grande Prairie, AB
- Part-time
The Educator role is the foundation of our success as an organization. Educators are experts in creating world-class customer service, or guest experience, in our retail stores. They are…
Added 3 mins ago
FH
Business Support Assistant
Fraser Health Authority
Surrey, BC
- $25.26 to $33.15 CAD / hour
- Full-time
Bring your positive energy and commitment to excellent customer service to this exciting and diverse role where you can really make a difference. In this role, you will build on your career…
Added 3 mins ago
UO
Tech/Facility Support Analyst, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Part-time
Minimum 2 years of Customer service, Facilities or IT support experience, with the ability to learn and adapt variety of tasks.
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Educator (Contract) | Westmount
lululemon
Montreal, QC
- Full-time
…organisation. Les éducateurs sont des experts dans la création d'un service à la clientèle de première classe, autrement dit d'une expérience-invité, dans nos magasins de détail. Ils sont…
Added 4 mins ago
Quality Manager
I M P Group International Inc.
Amherst, NS
…Compliance and Quality standards as set by our Policies, and Customer…
Added 4 mins ago
IF
Underwriter II, Commercial Lines
Intact FC
Vancouver, BC
- Full-time
Exemplary and proactive customer service skills to identify needs, effectively negotiate, and provide tailored solutions to brokers
Added 19 mins ago
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Manager, Customer Success, MYLE Adoption and AI Innovations
Medfar
Montreal, QC
- Full-time
Your mission begins where technical deployment ends. You are the guardian of the real value generated by MYLE and its AI innovations within clinics: you don't wait for users to give up on…
Added 33 mins ago
LC
Pharmacy Assistant, Hourly Part Time Day
Loblaw Companies Limited
Oakville, ON
- Part-time
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the…
Added 33 mins ago
IC
Business Specialist
IT Connex
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…Request Management, Change Management, Problem Management, Service Catalog, Customer Service Management (CSM), Change Advisory Board (CAB)…
Added 33 mins ago
LC
Pharmacy Assistant, Hourly Part Time Evening
Loblaw Companies Limited
Toronto, ON
- Part-time
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the…
Added 33 mins ago
M
Manager, Customer Success, MYLE Adoption and AI Innovations
MEDFAR
Montreal, QC
- Full-time
Your mission begins where technical deployment ends. You are the guardian of the real value generated by MYLE and its AI innovations within clinics: you don't wait for users to give up on…
Added 33 mins ago
C
Field Services Engineer
Cognizant
Vancouver, BC
- Full-time
Act as a customer-facing point of contact for onsite technical issues.
Added 33 mins ago
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Field Services Engineer
Cognizant
Vancouver, BC
- Full-time
Act as a customer-facing point of contact for onsite technical issues.
Added 33 mins ago
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Welder - Mississauga (2026-9609)
Johnston Equipment
Mississauga, ON
- Full-time
We are a solutions-driven, customer-focused provider of material handling, storage, and automated systems solutions and we take pride in knowing that your actions boost our customers’…
Added 33 mins ago
LC
Pharmacy Assistant, Hourly Full Time Flexible Shifts
Loblaw Companies Limited
Lethbridge, AB
- Full-time
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the…
Added 33 mins ago
GE
12 Month Contract E-Commerce Digital Coordinator
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Burlington, ON
- Full-time
Strong communicator who works effectively across teams and systems, ensuring alignment between departments. Maintains a customer service focus while supporting internal and external…
Added 49 mins ago
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Principal Mechanical Engineer
Worley
Edmonton, AB · Calgary, AB
- Full-time
Provide expert technical support for equipment selection, fitness-for-service assessments, repairs, rerates, and life extension strategies.
Added 49 mins ago
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Deskside Support Technician I
Worley
Sarnia, ON
- Full-time
…closely with global IT teams to resolve incidents, fulfill service requests, maintain device readiness, and support day to day business operations. This is an individual contributor role…
Added 49 mins ago
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Beauty Advisor/Artist - MAC - PT Regular - Brampton, ON
Estée Lauder Companies
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- Full-time
All applicants must be able to demonstrate the ability to provide inspirational, authentic and personalized customer service
Added 49 mins ago
MAC Cross Iron Mall - Artist Part Time - Calgary AB
Estée Lauder Companies
AB
All applicants must be able to demonstrate the ability to provide inspirational, authentic and personalized customer service
Added 1 hour ago
NS
2627-199 - Administrative Assistant (OA13) - A'Paqt Project - Strait Area Campus - Designated
Nova Scotia Community College - NSCC
Port Hawkesbury, NS
- Temporary
You are known for your superior customer service skills and are able to create a relationship of trust beyond the immediate interaction.

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

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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.

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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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