Lead call center learning and development at ATB's Calgary Campus, using coaching and performance data to strengthen advisor onboarding. This primarily on-site role supports Everyday Financial call center advisors.
As Manager, Client Care Learning & Development, you will architect onboarding, continuous learning, and product rollout programs. You will lead Performance Coaches, facilitate training, and prepare new hires for compliant, high-performing live-call work. Your expertise will connect learning strategy with client care outcomes.
Key Responsibilities:
- Own onboarding, continuous learning, and product rollout training strategies
- Analyze 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 in Learning and Development
- Three-plus years leading teams in high-volume operations
- Expertise in call center training and multimode learning
- Banking experience teaching complex regulatory subjects
- Learning Management Systems and call recording software experience
Bring strategic leadership, hands-on facilitation, and call center expertise to ATB's Calgary-based client care learning function.
Call Center Learning Development Manager in Calgary employer: Culture Alberta
Carewest is an exceptional employer that prioritizes the well-being of its employees while fostering a collaborative and supportive work culture. Located in Calgary, the Dr. Vernon Fanning Centre offers competitive benefits, opportunities for professional growth, and a commitment to safety and reliability in healthcare maintenance. Join us to make a meaningful impact in a rewarding environment where your skills are valued and developed.
