At arenaflex, we're revolutionizing the entertainment industry by providing a better way to watch. Our team members need our help sometimes, and that's where our global customer service (CS) team focuses: delivering exceptional interactions for our subscribers worldwide. Our goal is excellence, simplicity, and getting our members back to streaming. We're seeking a skilled application supervisor to join our Latham CS mastering & improvement (L&D) team in Alphaville.
**About arenaflex**
arenaflex is a private company that's shaping the destiny of worldwide entertainment. We're a dynamic and innovative organization that's always looking for ways to improve and expand our services. Our L&D team plays a crucial role in providing leadership, customer service, and equipment training that has a direct impact on our sellers, our customers, and the business.
**Job Summary**
As an Application Supervisor – Learning & Development at arenaflex, you'll be responsible for managing local L&D tasks, developing effective learning reports, and collaborating with the broader CS learning and development team and other key internal global and regional partners. You'll work closely with outsourced call center partners to ensure successful education rollouts and launches.
**Key Responsibilities**
* Program management:
+ Outline, document, and maintain the scope of all local L&D tasks.
+ Create, manage, and maintain task plans.
+ Develop a trusting partnership with the outsourced call center partners and be a valuable point of contact for all trainers in these outsourced facilities.
* Learning content development / educational design:
+ Using a variety of inputs, perform gap analysis for performance and education opportunities, or improvements to select 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 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 effect of these training programs.
* Facilitation:
+ Provide 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 material.
* Vendor management and relationship building:
+ Partner with the education and operational teams of our outsourced call center providers in the area and contribute to the overall performance of the CS business.
+ Guide these teams to achieve success with the right path, support, and tasks.
+ Be able to 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 on learning opportunities, priorities, and impact.
**Requirements**
* 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.
* Enjoy 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 desirable.
* 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.
* Enjoy 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.
* 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 dynamic and innovative organization
* Collaborative and supportive work environment
* Professional development and growth opportunities
* Comprehensive benefits package
* Flexible work arrangements
**How to Apply**
If you're a motivated and experienced professional 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're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
Apply for this job