Velera logo
Velera

Formerly PSCU/Co-op Solutions

Senior Contact Center Performance Development Designer

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

$60.5K - $77.1K / year

Seniority

Senior

High School3 yrs expEnglish

Job Description

Senior Contact Center Performance Development Designer

Velera

• 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

Job 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 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

  • 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

Related Categories

Related Job Pages

More Call Center Representative Jobs

BJC HealthCare logo

Clinical Triage Nurse - Access Center

BJC HealthCare

BJC HealthCare is one of the largest healthcare organizations in the U.S. focused on delivering "the world's best medicine," made better by its 30,000+ clinical

Role Description Do you have recent RN experience in the Emergency Department or Medical Surgical Floor? BJC Medical Group is looking for a Part Time Clinical Triage Nurses! - Must live within 1 hour of St. Louis, Missouri [MO or IL] - Typing Test Required (minimum speed 35 wpm, 90% accuracy) - 40 hours per week - Part Time Benefit Eligible - Rotating schedule; 1200-2030 - Every other Weekend (1 day) plus holiday rotation required - Ideal candidate: Med Surg, Emergency Room, and/or triage experience in Family Medicine Qualifications - Nursing Diploma/Associate's - 2-5 years of experience - No supervisor experience required - RN license Requirements - Bachelor's Degree in Nursing (preferred) - Basic Life Support (BLS) certification (preferred) Responsibilities - Uses the nursing process, clinical judgment, and decision support materials to assess patients telephonically; directs patients to the appropriate level of care, including scheduling appointments for patients across various resources; ensures accurate and complete communication with primary care providers. - Provides patient education and support, including verbal and written instructions; uses the appropriate tools and techniques to assess the patient’s and/or family’s ability to receive education; takes initiative to problem solve and demonstrates critical thinking skills. - Utilizes various technologies to coordinate patient care, to include multiple software applications, computerized clinical guidelines, specialized telephony equipment, etc. - Applies standard work procedures to tasks, such as routine medication refill requests, ordering testing, scheduling appointments, etc. with a high level of attention to detail. - Collaborates and interacts professionally with other members of the healthcare team, including physicians, advanced practice practitioners (APP), office staff, etc.; works with a multi-disciplinary team to provide appropriate, safe care; displays excellent written and verbal communication skills; provides the highest level of customer service to callers. - BJC has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job. Benefits - Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date - Disability insurance* paid for by BJC - Annual 4% BJC Automatic Retirement Contribution - 401(k) plan with BJC match - Tuition Assistance available on first day - BJC Institute for Learning and Development - Health Care and Dependent Care Flexible Spending Accounts - Paid Time Off benefit combines vacation, sick days, holidays and personal time - Adoption assistance

United States
Foundever logo

Agente de Ventas, Call Center

Foundever

Foundever® is the next-generation service leader reinventing #CustomerExperience (#CX).

Full TimeRemoteTeam 10,001+

• Gestionar y ejecutar estrategias de ventas telefónicas. • Coordinar con clientes potenciales para ofrecer nuestros servicios. • Analizar datos de ventas para mejorar las estrategias.

Colombia
$1,750.9K - $2,000K / month
AnswerHero logo

Bilingual Call Center Agent

AnswerHero

All-in-One Complete Live Answering Solution. Every Call. Every Time.

Full TimeRemoteTeam 51-200H1B No Sponsor

• Answering inbound calls promptly and professionally on behalf of our business clients • Communicate fluently in both English and Spanish • Take accurate, clear messages and relay them to clients in real time • Schedule appointments and provide general client support per client instructions • Following client specific call-handling instructions with care and consistency • Deliver a warm, efficient, and courteous experience on every call

United States
AnswerHero logo

Bilingual Call Center Agent

AnswerHero

All-in-One Complete Live Answering Solution. Every Call. Every Time.

Full TimeRemoteTeam 51-200H1B No Sponsor

• Answering inbound calls promptly and professionally on behalf of our business clients • Communicate fluently in both English and Spanish • Take accurate, clear messages and relay them to clients in real time • Schedule appointments and provide general client support per client instructions • Following client specific call-handling instructions with care and consistency • Deliver a warm, efficient, and courteous experience on every call

Pennsylvania