Job Description
At arenaflex, we're revolutionizing the way the world consumes entertainment, and we're looking for a skilled Application Supervisor to join our Latham CS Mastering & Improvement (L&D) team in Alphaville. This role will play a crucial part in shaping the learning experiences of our outsourced call center partners, driving excellence in customer service, and fostering a culture of continuous improvement. About arenaflex arenaflex is a global leader in entertainment, with a mission to create a better way to watch.
Our customers trust us to deliver exceptional experiences, and our L&D team is dedicated to helping them succeed. We're passionate about innovation, simplicity, and getting our customers back to streaming. Job Summary As an Application Supervisor, you'll be responsible for managing the learning needs of our outsourced call centers, developing effective training programs, and collaborating with our global CS learning and development team. You'll work closely with our Latham crew and regional CS colleagues to drive business results, build strong partnerships, and foster a culture of excellence.
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 outsourced call center partners and be a valuable point of contact for trainers + Ensure successful training rollouts and launches * Learning Content Development/Educational Design: + Conduct gap analysis for performance and training opportunities + Develop locally and globally valid training curriculum for tool-based technical and behavioral soft skills + Create solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer applicable, engaging, and efficient learning experiences + Develop essential course collateral, including facilitator and learner materials, presentation media, task aids, and knowledge checks * Facilitation: + Deliver training material in face-to-face and virtual environments to leadership audiences + Pilot newly designed curriculum and 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: + Build and foster strong partnerships with regional CS colleagues and be an effective voice of the local L&D team + Collaborate with other business leaders and transform operational opportunities into L&D opportunities Requirements * 3+ years of experience designing soft skills and equipment learning solutions, including onboarding programs for call center agents, senior call center representatives, rising leaders, and senior executive audiences * 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 diverse 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 * Fluency in Portuguese and English, Spanish a plus * Experience working in a cross-cultural global environment a plus * Enjoy content/knowledge management a plus * Enjoy designing education curriculum for service, retail, or call center managers/leaders a plus * Enjoy with innovative facilitation tools a plus What We Offer * Competitive salary range: $25 to $35/hour * Opportunity to work with a global leader in entertainment * Collaborative and dynamic work environment * Professional development and growth opportunities * Comprehensive benefits package, including health insurance, retirement plan, and paid time off * Recognition and rewards for outstanding performance * Flexible work arrangements, including remote work options If you're passionate about learning and development, customer service, and innovation, we encourage you to apply for this exciting opportunity.
Please submit your resume and cover letter, highlighting your relevant experience and qualifications. About the Location We're looking for candidates who are based in Mexico City or willing to work remotely within Mexico. If you're a motivated and talented individual who is passionate about learning and development, we encourage you to apply. arenaflex is an equal opportunities employer We welcome applications from diverse candidates and are committed to creating an inclusive work environment. If you have any questions or require accommodations during the application process, please don't hesitate to contact us.