[Hiring] Senior Contact Center Performance Development Designer @Velera

Role Description

The Senior CC Performance Development Designer is responsible for designing, developing, and continuously enhancing innovative learning solutions that improve employee performance, drive business results, and support organizational growth. This role specializes in:

• Creating engaging microlearning modules
• Business simulations
• Scenario-based cases
• Learning journeys
• Development programs that build critical skills across the Contact Center organization

The Senior Designer partners with operational leaders, subject matter experts, talent development teams, and strategic stakeholders to identify performance gaps and create scalable learning experiences that accelerate employee capability, improve customer outcomes, and support strategic business objectives. The role applies adult learning principles, instructional design methodologies, and modern learning technologies to deliver measurable performance improvement.

Industry-standard instructional design practices include:

• Needs assessment
• Learning experience design
• Development
• Implementation
• Evaluation
• Storyboarding
• Rapid prototyping
• Measurement of learning effectiveness

Qualifications

• 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

Requirements

• 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