Velera
Sr Contact Center Performance Development Designer - Remote
Remote-USA · Senior
No sponsorship$61k-$77kDetected 6 days ago
Project ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoring
About the role
- The Senior CC Performance Development Designer assists the Strategic Leader of Development with creating content that encourages continued learning and measured performance improvement.
- We are seeking a dynamic and innovative Contact Center Operations Performance Improvement Designer to join our team.
- Incumbent will assist with the supervision of staff to ensure that company standards are met, and the company policies and procedures are followed while ensuring customer satisfaction.
Responsibilities
- Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
- Support a workplace where every employee feels valued, respected, and connected.
- Perform job duties within the company's policies, procedures, service standards and the state and federal laws.
- Collaborate with subject matter experts (SMEs) to gather and analyze content requirements, ensuring the accuracy and relevance of training materials.
- Work with leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements.
Requirements
- Minimum three (3) years customer service required
- Strong design experience required.
- Proven experience in designing curriculum, preferably within an operational or corporate setting.
- While performing the duties of this Job, the employee is regularly required to sit
- Ability to occasionally lift/move up to 25 pounds
- While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
Nice to have
- High School Diploma or G.E.D. required.
Skills
- Good verbal communication skills.
- Strong written skills.
- Analytical and problem-solving abilities.
- Ability to work independently and collaboratively in a diverse environment.
- Demonstrated excellent analytical and quantitative skills
- Proficiency in e-learning authoring or gaming tools (e.g., Articulate, Captivate or Lemonade)
Compensation
- However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have
Benefits
- Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.
- Specific vision abilities required by this job include close vision
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- 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.
Company info
- Join the People Helping People
- Velera is the nation's premier payments credit union service organization (CUSO) and an integrated fintech solutions provider.
- The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services.
Equal opportunity
- Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.
Visa & Work Authorization
- This role is currently not eligible for sponsorship.
This listing is sourced directly from Velera's careers page and normalized into a canonical job model.