Senior Contact Center Performance Development Designer

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💳 Fintech

🏦 Banking

Fintech • Banking • Financial Technology

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

• Collaborate with subject matter experts (SMEs) to gather and analyze content requirements, ensuring the accuracy and relevance of training materials • Utilize various instructional design methodologies to create impactful learning experiences that cater to diverse learning styles and needs • Design and develop engaging and effective training programs, including gaming modules, instructor-led training, and self-paced learning resources • Understand ratio of daily work volumes and adjust priorities with staff as needed to meet daily and monthly service level goals • Work with leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements • Develop and implement training strategies that align with business goals, aiming to enhance employee performance and operational efficiency • Utilize operation reports to gauge effectiveness of learning solutions and identify areas for improvement, ensuring that training solutions are impactful and measurable • Create user-friendly job aids and reference guides to support ongoing employee development and performance improvement • Partner with supervisors to strengthen employee performance, to include coaching, communicating employee progress toward goals, and report observable behavior patterns to supervisor • Track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics • Inspire and build team commitment by recognizing, rewarding, and encouraging successful performance through ongoing monitoring and hands on coaching • Review Representative errors and conduct call calibrations to provide feedback and coaching • Foster a culture of continuous learning and development by providing coaching, mentoring, and support to employees to encourage employee retention • Communicate effectively with stakeholders to gather feedback, share progress, obtain buy-on, and implement necessary changes to training initiatives • Assist leadership and supporting departments to utilize the learning platform reports to gain insight into their team’s performance • Hold demonstrations of the learning platform and reporting data • Provide input to supervisors for representative’s quarterly performance review and participate in the quarterly review process when needed • Leverage record management system to archive and track training programs • Perform other duties as assigned

🎯 Requirements

• High School Diploma or G.E.D. required • Degree in Instructional Design, Education, Training and Development, or a related field preferred • Certification in instructional design or related field is a plus • 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

🏖️ 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