At arenaflex, we're shaping the destiny of worldwide entertainment because we trust there is a better manner to observe. Our individuals want our help once in a while, and that's where our international customer service (CS) corporation focuses: supplying exquisite interactions for our subscribers round the sector. Our goal is excellence, simplicity, and getting our individuals back to streaming.
We're seeking out a skilled application supervisor to sign up for our Latham CS mastering & improvement (L&D) group in Alphaville. This function will paintings around the getting to learn needs of the outsourced call facilities that make up our CS Operations Latham and be a strong accomplice of each our Latham crew and global CS learning and improvement crew.
**About arenaflex**
arenaflex is a global entertainment company that offers a wide range of streaming services to millions of subscribers worldwide. We're committed to providing an exceptional customer experience, and our CS team plays a critical role in achieving this goal. Our L&D group is responsible for designing and delivering training programs that help our customer service representatives develop the skills they need to provide excellent service to our customers.
**Job Summary**
We're looking for an experienced Learning and Development Manager to join our L&D team in Alphaville. As an application supervisor, you'll be responsible for managing the development and delivery of training programs for our customer service representatives. You'll work closely with our L&D team, our outsourced call center partners, and other stakeholders to ensure that our training programs meet the needs of our business and our customers.
**Key Responsibilities**
* Program management:
+ Outline, document, and preserve the scope of all local L&D tasks.
+ Create, manage, and preserve task plans.
+ Develop a trusting partnership with the outsourced call center partners in the region and be a valuable point of contact for all trainers in these outsourced facilities, responsible for successful training rollouts and launches.
* Learning content development/educational design:
+ Using a variety of inputs, perform gap analysis for performance and training 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.
+ Study content and/or collaborate with subject matter experts (SMEs) and other cross-functional stakeholders to develop regular and accurate locally and globally valid training curriculum.
+ Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer applicable, 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 effect of these training programs.
* Facilitation:
+ Supply learning material 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 groups to achieve success with the right path, support, and tasks.
+ Be able to build and power L&D governance for the companies: data analysis, vendor support team shape, 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 on learning opportunities, priorities, and effect.
+ Collaborate with other business leaders and transform operational opportunities into L&D opportunities.
**Essential Qualifications**
* 3+ years of experience designing soft skills and equipment learning solutions, including onboarding programs focused across a range of levels call center agents, senior call center representatives, rising leaders, and senior leader audiences.
* Experience designing and facilitating learning services that range from a 15-minute learning to multi-week classroom programs.
* Experience creating learning's, working with LMSs, and virtual learning strategies and tools is highly desired.
* Stable 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 being attentive to detail.
* Experience working in a fast-paced, outcomes-oriented, data-driven environment.
* High degree 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.
* Experience with content/knowledge management is a plus.
* Experience designing education curriculum for service, retail, or call center managers/leaders is a plus.
* Experience with innovative facilitation tools is a plus.
**Preferred Qualifications**
* Experience working with arenaflex's learning management system (LMS) and other learning technologies.
* Experience with data analysis and reporting.
* Experience with adult learning theory and instructional design models.
* Experience with training needs analysis and evaluation.
* Experience with vendor management and relationship building.
**What We Offer**
* Competitive salary and benefits package.
* Opportunity to work with a global entertainment company and contribute to the development of our customer service team.
* Collaborative and dynamic work environment.
* Professional development opportunities.
* Flexible work arrangements.
**How to Apply**
If you're a motivated and experienced Learning and Development Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve.