Join arenaflex, a pioneering entertainment company, as we continue to shape the destiny of worldwide entertainment. Our international customer service (CS) corporation focuses on providing exceptional interactions for our subscribers across the globe. We're seeking a skilled Application Supervisor to join our Latham CS mastering & improvement (L&D) group in Alphaville. This role will work closely with the outsourced call facilities that make up our CS Operations Latham and be a strong partner of both our Latham crew and global CS learning and development crew.
**About arenaflex**
arenaflex is a private company that has revolutionized the way people consume entertainment. Our mission is to provide excellence, simplicity, and get 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**
We're looking for an experienced Learning and Development Manager to join our L&D team in Alphaville. As an Application Supervisor, you will be responsible for program management, learning content development, facilitation, and stakeholder management. You will work closely with our outsourced call center partners to develop effective learning reports for our top-performing call center agents and leaders.
**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, 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 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.
* 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.
+ Build and drive L&D governance for the companies: data analysis, vendor support team structure, intake framework, evaluation framework, etc.
**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 representatives, rising leaders, and senior executive audiences.
* Enjoy designing and facilitating learning experiences 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 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.
* 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.
**Preferred Qualifications**
* Experience working in a private company.
* Experience working in a customer service or call center environment.
* Experience with learning management systems (LMSs) and virtual learning platforms.
* Experience with data analysis and reporting.
* Experience with project management tools and methodologies.
**Work Environment and Company Culture**
* We're a global company with a diverse team of talented individuals who share a passion for innovation and customer satisfaction.
* We're committed to creating a work environment that is inclusive, supportive, and empowering.
* We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
**Compensation and Benefits**
* Salary: $25 to $35/hour
* Benefits: health insurance, retirement plan, paid time off, and professional development opportunities.
* Bonus: eligible for a bonus based on performance.
**How to Apply**
If you're a motivated and experienced Learning and Development Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. 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 a work environment that is inclusive, supportive, and empowering.
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