Sr Contact Center Performance Development Designer
New
V
VeleraFinancial Technology
United StatesFull-TimeSenior
Salary60,500 - 77,100 USD per year
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Job Details
- Experience
- Minimum three (3) years customer service required
- Required Skills
- Project ManagementData AnalysisCoaching
Requirements
- 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 experience required, preferably in credit card/bill pay/lending.
- Proven experience in designing curriculum in an operational or corporate setting.
- 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.
- Demonstrated analytical, quantitative, and problem-solving abilities.
- Strong verbal and written communication skills.
Responsibilities
- Collaborate with subject matter experts to gather and analyze content requirements.
- Design and develop engaging training programs including gaming modules, instructor-led training, and self-paced resources.
- Analyze operational reports to measure the effectiveness of training and identify improvement areas.
- Partner with supervisors to coach, mentor, and provide feedback to representatives regarding performance metrics.
- Facilitate ongoing process improvements to maximize quality and efficiency.
- Develop user-friendly job aids and reference guides for employee development.
- Provide input for quarterly performance reviews and participate in the review process.
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