Call Center Learning Development Manager
Avenue.io Inc.
Lead call center learning strategy at ATB Financial’s Calgary Campus, using performance data and hands-on facilitation to prepare banking advisors. This primarily on-site 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 strategyUse learning and client care metrics to refine curriculaManage, observe, coach, and develop Performance CoachesEvaluate team structures, processes, roles, and responsibilitiesFacilitate training sessions and align stakeholder expectationsRequirements:
Seven-plus years of Learning and Development experienceThree-plus years leading teams in high-volume operationsExpertise in call center training and multimode learningBanking experience with FINTRAC and retail banking regulationsExperience with LMS platforms and call recording softwareBring strategic leadership, call center expertise, and facilitation skills to develop high-performing ATB banking advisors in Calgary.
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Own onboarding, continuous learning, and product rollout training strategyUse learning and client care metrics to refine curriculaManage, observe, coach, and develop Performance CoachesEvaluate team structures, processes, roles, and responsibilitiesFacilitate training sessions and align stakeholder expectationsRequirements:
Seven-plus years of Learning and Development experienceThree-plus years leading teams in high-volume operationsExpertise in call center training and multimode learningBanking experience with FINTRAC and retail banking regulationsExperience with LMS platforms and call recording softwareBring strategic leadership, call center expertise, and facilitation skills to develop high-performing ATB banking advisors in Calgary.
#J-18808-Ljbffr
Vacancy posted 1 hour ago
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