Job Description
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 international 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 global leader in entertainment, shaping the destiny of worldwide entertainment.
Our international customer service team provides leadership, customer service, and equipment training that has a direct impact on our sellers, our customers, and the business. This role will work closely with 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. Key Responsibilities * 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, 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 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 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 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 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. 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. * 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 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. Work Environment and Company Culture * We're looking for applicants who are in Mexico City, as well as fully-remote candidates within Mexico. * Our team members are passionate about delivering exceptional customer experiences and are committed to excellence, simplicity, and getting our members back to streaming.
* We're a fast-paced, outcomes-oriented, data-driven environment that values independence, collaboration, and effective communication. * Our company culture is built on a strong foundation of trust, respect, and open communication. Compensation and Benefits * Competitive salary range: $25 to $35/hour. * Comprehensive benefits package, including health insurance, retirement plan, and paid time off. * Opportunities for career growth and professional development. * Collaborative and dynamic work environment.
* Flexible work arrangements, including remote work options. If you're a motivated and experienced professional looking to join a dynamic team, please including your resume and a cover letter, to. We can't wait to hear from you! Note: arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.