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. Our CS team provides leadership, customer service, and equipment training that has an immediate impact on our sellers, our customers, and the business. This role reports to the LatAm learning & development manager in Alphaville and will have the opportunity to develop effective and engaging learning reports for the best call center sellers and leaders in the industry.
**Job Summary**
We're looking for an experienced application supervisor to join our Latham CS mastering & improvement (L&D) team. As an application supervisor, you'll be responsible for program management, learning content development, facilitation, dealer management, and stakeholder management. You'll work closely with the broader CS learning and development team and other key internal global and regional partners to ensure alignment around key priorities and initiatives.
**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 in the region and be a valuable point of contact for all trainers in these outsourced facilities, responsible for successful education rollouts and launches.
* Learning content development / educational design:
+ Using a variety of inputs, perform gap analysis for performance and education 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 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.
* Dealer 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.
+ Be able to build and drive 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 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.
* 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.
* 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.
* Ability to work 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.
**What We Offer**
* Competitive salary: $25 to $35 per hour
* Opportunity to work with a global company that's shaping the destiny of worldwide entertainment
* Collaborative and dynamic work environment
* Professional development 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, 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 all qualified candidates. We are committed to diversity and inclusion in the workplace and are an affirmative action employer. We are proud to be a disability-friendly employer and welcome applications from candidates with disabilities.
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