Senior Contact Center Performance Development Designer

Velera

Senior CC Performance Development Designer at Velera enhancing customer service training solutions. Collaborating with SMEs to create and implement effective learning experiences.

Posted 6/25/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $60,500 - $77,100 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

instructional designcurriculum designe-learning authoringgaming modulestraining program developmentperformance metricsprocess improvementanalytical skillsproject managementadult learning principles

Soft Skills

verbal communicationwritten communicationproblem-solvingcollaborationtime managementcoachingmentoringteam commitmentfeedbackadaptability

Certifications

instructional design certification