Call Center Learning Development Manager
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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.
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