Sr Contact Center Performance Development Designer - Remote

Responsibilities: The role focuses on identifying knowledge gaps within contact center operations to design and implement measurable training solutions. It involves collaborating with SMEs to create learning content and providing direct coaching to representatives to improve performance metrics.

Requirements: Requires a high school diploma and at least three years of customer service experience, preferably in the financial services industry. Strong expertise in instructional design and proficiency with e-learning tools like Articulate or Captivate are essential.

Key skills: Instructional Design, Adult Learning Principles, Curriculum Design, E-learning Authoring, Project Management, Performance Analysis, Coaching And Mentoring, Content Development, Analytical Thinking, Problem Solving, Verbal Communication, Written Communication, Stakeholder Management, Quality Improvement, Operational Excellence, Gaming Modules

Keywords: Instructional Design, Adult Learning, Articulate, Captivate, Lemonade, Fintech, Credit Union, Contact Center Operations, Performance Metrics, Curriculum Development, E-learning, Job Aids, Call Calibration, SME Collaboration, Learning Management System, Operational Efficiency, Coaching, Training Strategy, Financial Services, Remote Work