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Velera · 4 hours ago

Contact Center Performance Program Manager

United States

Full-time

Onsite

Mid Level

$60K/yr - $77K/yr

3+ years exp

Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Contact Center Performance Program Manager is responsible for designing, launching, and sustaining strategic programs that enhance workforce performance and foster professional development while ensuring measurable improvements in productivity and customer experience.

CreditFinTechManagement Consulting

No H1B

Responsibilities

Develop branded, innovative programs addressing skill gaps, cultural priorities, and leadership readiness

Create structured development pathways aligned with operational goals and career progression

Manage full program lifecycle, including planning, resource allocation, and stakeholder engagement

Ensure clarity, consistency, and timely delivery of all initiatives

Ability to manage multiple priorities in a fast-paced environment

Use data-driven insights to identify gaps and design targeted interventions

Embed organizational values and communication standards into daily operations

Implement coaching, mentoring, and skill-building programs to support career mobility and succession planning

Partner with operations leaders and cross-functional teams to integrate development into workflows

Influence stakeholders through credibility and alignment with strategic priorities

Apply Lean, Six Sigma, and other methodologies to optimize program design and scalability

Leverage technology and analytics to enhance engagement and impact

Performs other duties as assigned

Qualification

Program managementPerformance developmentData analysisOrganizational developmentCultural change strategiesStakeholder engagementProject managementCreative program designCommunicationAdaptabilityVirtual collaboration