Sr Contact Center Performance Development Designer - Remote

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.

Education:

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.

Experience:

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.

Knowledge, Skills, & Abilities:

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.

Additional Essential Functions and Responsibilities:

Regular and reliable attendance.

Responsible for reporting risks that are identified to the appropriate team and/or management.

Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

Service Standards:

Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.

Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.

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.

Physical Demands:

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

Specific vision abilities required by this job include close vision

Ability to occasionally lift/move up to 25 pounds

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.

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera.

Pay Equity

$60,500.00 - $77,100.00 Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

Benefits are su