At arenaflex, we're revolutionizing the way people consume entertainment worldwide by believing there's a better way to watch. Our team members need our help sometimes, and that's where our global customer service (CS) team focuses: providing exceptional interactions for our subscribers across the globe. 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 private company that's shaping the destiny of worldwide entertainment. Our team is passionate about providing exceptional customer experiences, and our L&D team plays a crucial role in achieving this goal. We're looking for a talented application supervisor to join our team and help us deliver world-class learning experiences to our customers.
**Job Summary**
We're seeking an experienced application supervisor to lead our L&D team in Alphaville. The successful candidate will be responsible for program management, learning content development, facilitation, and stakeholder management. This is a full-time position that offers a competitive salary of $25 to $35 per hour, depending on experience.
**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 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 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.
* 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.
+ Be able to build and drive L&D governance for the companies: data analysis, vendor support team shape, intake framework, evaluation framework, etc.
**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.
* 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.
* Experience working 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.
**What We Offer**
* Competitive salary of $25 to $35 per hour, depending on experience.
* Opportunity to work with a global company that's shaping the destiny of worldwide 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 application supervisor looking for a new challenge, please submit your application through our website. We can't wait to hear from you!
**About the Location**
We're based in Alphaville, Mexico, and we're open to fully remote candidates within Mexico. If you're passionate about learning and development and want to join a dynamic team, please apply today!
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!
**Apply Now**