Workforce Coordinator, ATB Client Care
ATB
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
As ATB’s next Workforce Coordinator, you’re self-motivated, energetic, and reliable. You know the business and you understand the customer. You react well to change and can adapt to a fast-paced, rapidly changing environment. You love a challenge, and understand how to use data from multiple sources to problem-solve. Your approach is customer focused, and you understand and value the impact that your actions have on the greater customer experience.
- You have a strong ability to analyze and identify patterns in data that impact our customers in real time, and produce and implement instantaneous solutions.
- You are a great translator, understanding how to take complex information and explain it in a way that is simple and effective.
- You have the ability to multitask and communicate with different stakeholders from various levels of the organization. You have the ability to create and maintain key internal relationships with all levels of leadership.
- You have excellent communication skills, both written and verbal.
- You can prioritize and execute, while adapting to the different daily situations.
- Your strong organizational skills and attention to detail allow you to maintain a solid grasp on a variety of systems and resources.
- You highly value integrity and confidentiality, they are interwoven in everything that you do.
Knowledge, Skills and Experience
- Proficiency in Genesys Cloud WFM or similar Workforce Management and Telephony platforms is an asset.
- Proficiency in Google suite considered an asset, with an emphasis on mail and sheets.
- Sheets or excel proficiency, ability to manipulate data and produce summarized views, pivot tables, etc.
- Experience and basic understanding of call centre metrics, KPIs and operations.
- Experience and understanding of the myPath system from a team member perspective.
- Negotiation skills and working with diverse groups of people (levels of leadership, personality, etc.)
- Work well in an environment with clear parameters yet when required, can make decisions and produce results without supervision.
- Ability to multitask and excellent communication skills. Strong time and priority management capabilities.
- Excellent written and verbal communication at all levels, management and front line staff.
- Willingness to present to a moderate audience.
- Desire for continuous learning and growth.
- Available Monday-Friday between 8AM-8PM and Saturday 8AM-4PM
Workplace Arrangement
You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) three days a week, with the option to work remotely for two days. This is subject to change based on business needs.
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.