At arenaflex, we're revolutionizing the way people experience entertainment worldwide. Our team is passionate about delivering exceptional customer service, 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 needs of our outsourced call centers, working closely with our Latham team and global CS learning and development crew.
**About arenaflex**
arenaflex is a leading entertainment company that's changing the way people watch and interact with content. Our mission is to provide an unparalleled entertainment experience, and we're committed to excellence, simplicity, and getting our customers back to streaming. We're a global company with a diverse team of talented individuals who share a passion for innovation and customer satisfaction.
**Job Summary**
As an Application Supervisor at arenaflex, you'll be responsible for managing the learning and development needs of our outsourced call centers. You'll work closely with our Latham team and global CS learning and development crew to design and deliver effective learning programs that meet the needs of our customers and employees. This is a full-time position that requires a strong background in instructional design, facilitation, and project management.
**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 outsourced call center partners and be a valuable point of contact for all trainers in these facilities, responsible for successful training rollouts and launches
* Learning content development/educational design:
+ 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
+ Develop solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that provide relevant, practical, and efficient learning experiences
+ Create 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 demonstrate the impact of these training programs
* Facilitation:
+ Deliver 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
* Vendor management and relationship building:
+ Partner with the education and operational teams of our outsourced call center providers in the area 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
**Requirements**
* 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)
* Experience designing and facilitating learning services that range from a 15-minute learning to multi-week classroom programs
* Familiarity with 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
* Fluency in Portuguese and English. Spanish is a plus
* Experience working in a cross-cultural global environment is a plus
* Familiarity with content/knowledge management is a plus
* Experience designing education curriculum for service, retail, or call center managers/leaders is a plus
* Familiarity with innovative facilitation tools is a plus
**What We Offer**
* Competitive salary: $25 to $35/hour
* Opportunity to work with a global company that's changing the way people experience entertainment
* Collaborative and dynamic work environment
* Professional development opportunities
* Flexible work arrangements
* Comprehensive benefits package
**How to Apply**
If you're a motivated and experienced professional who is passionate about learning and development, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
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**Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equality.
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