Senior Contact Center Performance Development Designer

🕒 July 17

🇺🇸 United States – Remote

💵 $60.5k - $77.1k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 24%

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

• Assist the Strategic Leader of Development with creating content that encourages continued learning and measured performance improvement • Identify operational knowledge gaps and design, develop, and implement impactful, measurable training solutions • Assist with supervising staff to ensure company standards and policies are followed while ensuring customer satisfaction • Deliver coaching and counseling to representatives with management • Collaborate with subject matter experts to gather and analyze content requirements • Create learning experiences using instructional design methodologies for diverse learning styles and needs • Design and develop gaming modules, instructor-led training, and self-paced learning resources • Understand daily work-volume ratios and adjust staff priorities to meet service-level goals • Identify and implement process improvements to maximize quality, efficiency, and cost effectiveness • Develop training strategies aligned with business goals • Use operational reports to evaluate learning effectiveness and identify improvement areas • Create job aids and reference guides • Partner with supervisors on coaching, employee progress, and observable behavior patterns • Track and document representative performance, daily work, service levels, and performance metrics • Recognize, reward, encourage, and coach successful performance • Review representative errors and conduct call calibrations • Provide coaching, mentoring, and support to foster continuous learning and employee retention • Communicate with stakeholders to gather feedback, share progress, obtain buy-in, and implement changes • Help leadership and supporting departments use learning-platform reports to assess team performance • Demonstrate the learning platform and reporting data • Provide input for quarterly performance reviews and participate when needed • Archive and track training programs using the record management system • Perform other duties as assigned • Ensure exceptional service to internal and external clients and support company mission, values, policies, service standards, and applicable laws

🎯 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 • Regular and reliable attendance • Responsible for reporting risks, including Information Security risks • Ability to sit, use hands, talk or hear, and perform close-vision tasks • Ability to occasionally lift/move up to 25 pounds • 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 • Psychological safety, wellbeing and belonging