Job Description
At arenaflex, we are 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. 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 leading entertainment company that is changing the way people watch. We believe in innovation, creativity, and excellence in everything we do. Our team is passionate about delivering exceptional customer experiences and creating a culture of learning and growth. We are committed to making a positive impact on our members, our customers, and the entertainment industry as a whole.
- *Job Summary**
We are seeking an experienced application supervisor to join our L&D team in Alphaville. This role will be responsible for managing the learning and development needs of our outsourced call centers, creating effective learning reports, and developing training programs for our top-performing call center agents and leaders. The successful candidate will have a strong background in instructional design, facilitation, and project management, with experience working in a fast-paced, outcomes-oriented environment.
- *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 learning 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.
- 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 on learning opportunities, priorities, and impact.+ Collaborate with other business leaders and transform operational opportunities into L&D opportunities.
- *Essential Qualifications**
- 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 managers, 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 desirable.
- Strong facilitation experience in various instructor-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.
- *Preferred Qualifications**
- Experience working in a similar role or industry.
- Experience with learning management systems (LMSs) and virtual learning environments (VLEs).
- Experience with instructional design models and frameworks.
- Experience with adult learning theory and principles.
- Experience with training needs analysis and evaluation.
- Experience with vendor management and relationship building.
- *Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that values creativity, collaboration, and excellence. Our team is passionate about delivering exceptional customer experiences and creating a culture of learning and growth. We are committed to making a positive impact on our members, our customers, and the entertainment industry as a whole.
- *Compensation and Benefits**
arenaflex offers a competitive compensation package, including a salary range of $25 to $35 per hour, depending on experience and qualifications. We also offer a range of benefits, including health insurance, retirement savings plan, and paid time off.
- *How to Apply**
If you are 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 look forward to hearing from you!
- *Note**
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating a culture of inclusion and respect, where everyone feels valued and empowered to contribute their best work.
Apply Now