Job Description
We are seeking a highly skilled and experienced Application Supervisor to join our Learning & Development (L&D) team at arenaflex in Alphaville. As a key member of our L&D team, you will play a crucial role in shaping the learning and development strategies for our outsourced call centers, driving excellence in customer service, and fostering a culture of continuous learning and improvement. About arenaflex arenaflex is a leading entertainment company that is revolutionizing the way people consume entertainment worldwide.
Our mission is to provide an unparalleled entertainment experience to our subscribers, and our L&D team is at the forefront of this mission. We are committed to excellence, simplicity, and getting our customers back to streaming. Our L&D team is responsible for designing and delivering learning programs that have a direct impact on our sellers, customers, and the business as a whole. Key Responsibilities As an Application Supervisor, you will be responsible for the following key areas: * 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 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, conduct 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. * 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 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 maintain 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. Collaborate with other business leaders and transform operational opportunities into L&D opportunities.
Requirements To be successful in this role, you will need to have: * 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 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 be attentive to detail. * Enjoy working in a fast-paced, outcomes-oriented, data-driven environment. * High degree of independence and ability to work and manage your own time efficiently. * Bachelor's degree in instructional design or a related field, Master's degree a plus. * Fluency 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 per hour * Opportunity to work with a leading entertainment company * Collaborative and dynamic work environment * Professional development and growth opportunities * Comprehensive benefits package * Flexible work arrangements If you are a motivated and experienced professional looking for a new challenge, please including your resume and a cover letter, to.
We look forward to hearing 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.