Job Description
At arenaflex, we're revolutionizing the entertainment industry by providing a better way to watch. Our team members need our support sometimes, and that's where our global customer service (CS) organization focuses: delivering exceptional interactions for our subscribers worldwide. Our goal is excellence, simplicity, and getting our members back to streaming. arenaflex is seeking a skilled application supervisor to join our Latham CS mastering & improvement (L&D) team in Alphaville. This role will work closely with the learning needs of the outsourced call centers that make up our CS Operations Latham and be a strong partner of both our Latham team and global CS learning and development team.
About arenaflex arenaflex is a global entertainment company that is changing the way people watch movies and TV shows. We're committed to providing our members with the best possible experience, and our customer service team plays a critical role in making that happen. Our L&D team is responsible for designing and delivering training programs that help our customer service representatives provide exceptional service to our members. Job Summary We're looking for an experienced application supervisor to join our L&D team in Alphaville.
This role will be responsible for managing the learning and development operations for our outsourced call centers, including program management, learning content development, facilitation, and stakeholder management. The successful candidate will have a strong background in instructional design, facilitation, and project management, as well as excellent communication and interpersonal skills. Key Responsibilities * Program management: + Outline, document, and maintain the scope of all local L&D projects.
+ Create, manage, and maintain project 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. + 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 impact of these training programs. * Facilitation: + Provide 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. * Stakeholder management: + 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 structure, intake framework, evaluation framework, etc. What You Should Have * 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 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. * 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 opportunities * Comprehensive benefits package * Flexible work arrangements If you're a motivated and experienced professional looking for a new challenge, please including your resume and a cover letter, to.
We can't wait to hear from you! About the Interview Process
Our interview process typically consists of a series of common questions that help us assess your qualifications and fit for the role. Here are some common interview questions, along with suggested answers: * Tell me about yourself. + Solution: Offer a brief summary of your professional background, skills, and experiences. Focus on relevant information and your enthusiasm for the role. * Why do you want to work for this company? + Solution: Discuss the company's values, mission, or reputation that align with your career goals.
Mention specific aspects of the organization that attracted you. * What is your greatest strength? + Solution: Highlight a relevant strength, such as problem-solving, leadership, or a technical skill. Support your answer with an example. * What's your greatest weakness? + Solution: Discuss a weakness, but emphasize how you're working to improve it. For example, "I'm working on improving my time management skills." * Tell me about a challenging scenario you've faced at work and how you handled it. + Answer: Use the STAR approach (situation, task, action, result) to provide a detailed response, showcasing your problem-solving skills.
* Why should we hire you for this position? + Solution: Highlight your relevant qualifications, experiences, and how they make you the best fit for the role. Mention your enthusiasm for the organization and the position. * Where do you see yourself in 5 years? + Solution: Share your career aspirations and how they align with the company's growth. This demonstrates long-term commitment. * What do you know about our products/services? + Solution: Research the company's services and mention specific products or services.
Explain how you believe they benefit customers. * How do you handle working under stress? + Solution: Describe your ability to remain calm, prioritize tasks, and communicate effectively in high-stress conditions. Provide an example. * Tell me about a time you worked in a team. + Solution: Describe a successful team challenge. Emphasize your collaboration, communication, and problem-solving skills. * What's your preferred work style or work environment? + Solution: Share your preferences, but be adaptable.
Mention that you can work effectively in different settings. * Do you have any questions for us? + Solution: Always have questions prepared. Ask about the company's culture, team dynamics, expectations, or upcoming initiatives. This demonstrates your interest. We look forward to hearing from you!