Formerly PSCU/Co-op Solutions
Senior Contact Center Performance Development Designer
Location
United States
Posted
3 days ago
Salary
$60.5K - $77.1K / year
Seniority
Senior
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
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