At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our customer service team is dedicated to providing exceptional interactions for our subscribers across the globe. As a skilled application supervisor, you'll join our Latham CS mastering & improvement (L&D) team in Alphaville, working closely with outsourced call centers to drive learning and development initiatives.
**About arenaflex**
arenaflex is a global entertainment company that's changing the way people watch and interact with content. Our mission is to provide a better way to watch, and our customer service team is at the forefront of this mission. We're committed to excellence, simplicity, and getting our customers back to streaming.
**Job Summary**
We're seeking an experienced application supervisor to lead our L&D team in Alphaville. This role will be responsible for managing local L&D projects, developing effective learning reports, and collaborating with our global CS learning and development team. As a strong partner to our Latham crew and global CS L&D team, you'll drive learning initiatives that impact our sellers, customers, and the business.
**Key Responsibilities**
* Program management:
+ Outline, document, and maintain the scope of all local L&D projects
+ Create, manage, and maintain task plans
+ Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for trainers
+ Collaborate with the broader CS learning and development team and other key internal global and regional partners to ensure alignment around key priorities and initiatives
* Learning content development/educational design:
+ Conduct gap analysis for performance and learning opportunities, or improvements to identify local and global curriculum needs for tool-based technical and behavioral soft skills
+ Prioritize the importance of identified gaps, document, and present strategies, findings, and recommendations to address performance gaps
+ Develop regular and accurate locally and globally valid training curriculum
+ Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer relevant, hard, and efficient learning experiences
+ Develop essential course collateral, including facilitator and learner materials, presentation media, task aids, and knowledge checks
+ Finalize materials through reviews, pilot tests, etc., and be able to measure and show the impact of these training programs
* Facilitation:
+ Deliver learning materials in face-to-face and virtual environments to leadership audiences and pilot any newly designed curriculum
+ Run train-the-trainer programs for call center trainers
+ Educate and develop call center leaders to co-facilitate the delivery of learning materials
* Vendor management and relationship building:
+ Partner with the education and operational teams of our outsourced call center providers in the region and contribute to the overall performance of the CS business
+ Guide these teams to achieve success with the right path, support, and tasks
+ Build and drive L&D governance for the vendors: data analysis, vendor support team structure, intake framework, evaluation framework, etc.
* Stakeholder management:
+ Build and foster strong partnerships with regional CS colleagues at arenaflex and be an effective voice of the local L&D team
+ Be an active partner to the overall CS business by participating in learning opportunities, priorities, and impact
**Requirements**
* 3+ years of experience designing soft skills and tool-based learning solutions, including onboarding programs focused across a range of levels (call center agents, senior call center representatives, rising leaders, and senior leader audiences)
* Enjoy designing and facilitating learning experiences that range from 15-minute learning to multi-week classroom programs
* Experience creating learning's, working with LMSs, and virtual learning strategies and tools is highly desirable
* Strong facilitation experience in various teacher-led programs for various audiences and training skills
* Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and be attentive to detail
* Enjoy working in a fast-paced, outcomes-oriented, data-driven environment
* High level of independence and ability to work and manage own time efficiently
* Bachelor's degree in instructional design or a related field, Master's degree a plus
* Fluent in Portuguese and English; Spanish is a plus
* Experience working in a cross-cultural global environment is a plus
* Enjoy content/knowledge management is a plus
* Enjoy designing education curriculum for service, retail, or call center managers/leaders is a plus
* Enjoy with innovative facilitation tools is a plus
**What We Offer**
* Competitive salary: $25 to $35/hour
* Opportunity to work with a global entertainment company
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Flexible work arrangements
* Comprehensive benefits package
**How to Apply**
If you're a motivated and experienced application supervisor looking for a new challenge, please submit your application through our website. We can't wait to hear from you!
**Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve.