At arenaflex, we're 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 learning & development (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 & development team.
Our regional CS L&D team provides leadership, customer service, and equipment training that has a direct impact on our sellers, our customers, and the business. This role reports to the LatAm learning & development manager in Alphaville and will have the opportunity to develop effective and engaging learning reports for the best call center sellers and leaders in the industry.
**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 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 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 equipment learning solutions, including onboarding programs focused across a range of levels call center agents, senior call center sellers, rising leaders, and senior leader audiences.
* Enjoy 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.
* Stable facilitation experience in various teacher-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.
**Work Environment and Company Culture:**
* We're looking for applicants who are in Mexico City, as well as fully-remote candidates within Mexico.
* Our team members are passionate about delivering exceptional customer experiences and are committed to excellence, simplicity, and getting our members back to streaming.
* We're a fast-paced, outcomes-oriented, data-driven environment that values independence, collaboration, and effective communication.
* Our company culture is built on a strong foundation of trust, respect, and open communication.
**Compensation, Perks, and Benefits:**
* Competitive salary range of $25 to $35 per hour.
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
* Opportunities for professional growth and development, including training and education programs.
* Collaborative and dynamic work environment with a team of passionate and dedicated professionals.
* Flexible work arrangements, including remote work options.
* Access to the latest technology and tools to support your work.
* Recognition and rewards for outstanding performance and contributions.
**How to Apply:**
If you're a motivated and experienced application supervisor looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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