Sr Contact Center Performance Development Designer - Remote

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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. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity: 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. The primary responsibility of this role is to identify knowledge gaps within the operations team and design, develop, and implement impactful and measurable training solutions. 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. The incumbent will be directly involved with management to deliver coaching and counseling to representatives. The ideal candidate will have a strong background in adult learning instructional design, a keen understanding of operational processes, and a passion for driving employee development and operational excellence. Day in the Life: 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.

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