Experienced Application Supervisor – Learning & Development (L&D) Program Management

At arenaflex, we're revolutionizing the entertainment industry by providing a better way to watch. Our customers 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 customers back to streaming. We're seeking a skilled application supervisor to join our Latham CS mastering & improvement (L&D) team in Alphaville.

About arenaflex

arenaflex is a leading entertainment company that's changing the way people watch. We're passionate about delivering exceptional customer experiences and creating a culture of innovation and excellence. Our L&D team is a critical part of this effort, providing leadership, customer service, and training that has a direct impact on our sellers, customers, and the business.

Job Summary

We're looking for an experienced application supervisor to join our L&D team in Alphaville. This role will work closely with 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. The successful candidate will have a strong background in designing and facilitating learning solutions, experience working with LMSs and virtual learning strategies, and a passion for delivering exceptional customer experiences.

Key Responsibilities

* Program management: + Outline, document, and maintain the scope of all local L&D tasks. + 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, perform 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 materials.

• 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 in 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 representatives, rising leaders, and senior leader audiences.

• Enjoy designing and facilitating learning solutions 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 multiple 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 similar role or industry.

• Familiarity with arenaflex's products and services.
• Strong understanding of the entertainment industry and customer service.
• Experience working in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills.
• Ability to work in a team environment and build strong relationships with stakeholders.

Work Environment and Culture

arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We're committed to creating a culture that's inclusive, respectful, and supportive of all employees. Our L&D team is a critical part of this effort, and we're looking for someone who shares our values and is passionate about delivering exceptional customer experiences.

Compensation and Benefits

arenaflex offers a competitive compensation package that includes 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, and paid time off.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong background in designing and facilitating learning solutions, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you! Apply Job! Apply for this job