Senior Contact Center Performance Development Designer

🕒 July 17

🇺🇸 United States – Remote

💵 $60.5k - $93.7k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 55%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Design and develop innovative learning solutions supporting business initiatives, operational excellence, employee development, and performance improvement. • Create micro-learning modules, digital learning assets, performance support tools, job aids, videos, interactive activities, and blended learning experiences. • Develop scenario-based learning, customer service simulations, role-play exercises, case studies, and experiential learning activities. • Translate complex operational processes into engaging, learner-centered content. • Apply adult learning principles and instructional design methodologies, including ADDIE, rapid prototyping, and learner-centered design. • Lead enterprise-wide learning programs for onboarding, career development, leadership development, performance improvement, product knowledge, compliance, and business transformation. • Build learning paths and curriculum frameworks aligned with employee career progression and business goals. • Conduct training needs analyses and performance gap assessments. • Partner with business leaders to identify root causes of performance challenges and recommend learning and non-learning solutions. • Define measurable learning objectives and success metrics with stakeholders. • Design storyboards, wireframes, prototypes, and learner experiences for digital delivery. • Utilize authoring tools, learning management systems, video creation software, graphic design applications, and emerging learning technologies. • Maintain learning assets and ensure content remains current, accurate, and effective. • Evaluate program effectiveness using learner feedback, performance metrics, business results, and operational KPIs. • Analyze learning data and continuously enhance learning experiences. • Develop reporting mechanisms demonstrating learning impact and return on investment. • Partner with operations leaders, workforce management, quality, recruiting, employee development, and other stakeholders. • Coach and guide instructional designers and project team members. • Lead learning projects from concept through implementation. • Serve as a subject matter expert in instructional design and learning experience design.

🎯 Requirements

• High School Diploma or G.E.D. required. • Minimum three (3) years customer service required; preferably in the credit card/bill pay/branch services/lending industry. • Strong design experience required. • Proven experience in designing curriculum, preferably within an operational or corporate setting. • Good verbal communication skills. • Strong written skills. • Analytical and problem-solving abilities. • Ability to work independently and collaboratively in a diverse environment. • Ability to manage multiple projects, work in fast-paced environment, and meet deadlines. • Demonstrated excellent analytical and quantitative skills. • Strong understanding of adult learning principles and instructional design methodologies. • Proficiency in e-learning authoring or gaming tools (e.g., Articulate, Captivate or Lemonade). • Excellent project management skills with the ability to manage multiple projects simultaneously. • Degree in Instructional Design, Education, Training and Development, or a related field preferred. • Certification in instructional design or related field is a plus. • This role is currently not eligible for sponsorship.

🏖️ Benefits

• Competitive wages • Medical with telemedicine • Dental and Vision • Basic and Optional Life Insurance • Paid Time Off (PTO) • Maternity, Parental, Family Care • Community Volunteer Time Off • 12 Paid Holidays • Company Paid Disability Insurance • 401k (with employer match) • Health Savings Accounts (HSA) with company provided contributions • Flexible Spending Accounts (FSA) • Supplemental Insurance • Mental Health and Well-being: Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program • Remote-first, flexible environment