Lead call center learning strategy at ATB Financial’s Calgary Campus, using performance data and hands-on facilitation to prepare banking advisors. This primarily in office role shapes onboarding for Everyday Financial call center teams.

As Manager, Client Care Learning & Development, you will architect onboarding, continuous learning, and product rollout programs. You will lead Performance Coaches, refine curricula through client care metrics, and support compliant specialists entering live-call environments. The work combines strategic leadership with classroom delivery and team development.

Key Responsibilities:

- Own onboarding, continuous learning, and product rollout training strategy
- Use learning and client care metrics to refine curricula
- Manage, observe, coach, and develop Performance Coaches




- Evaluate team structures, processes, roles, and responsibilities
- Facilitate training sessions and align stakeholder expectations

Requirements:

- Seven-plus years of Learning and Development experience
- Three-plus years leading teams in high-volume operations
- Expertise in call center training and multimode learning
- Banking experience with FINTRAC and retail banking regulations
- Experience with LMS platforms and call recording software

Bring strategic leadership, call center expertise, and facilitation skills to develop high-performing ATB banking advisors in Calgary.

📌 Call Center Learning Development Manager (Calgary)
🏢 Avenue.io
📍 Calgary