Join arenaflex, a pioneering entertainment company, as we continue to revolutionize the way people consume media worldwide. Our Customer Service (CS) team is dedicated to delivering exceptional interactions with our subscribers across the globe. We're seeking an experienced Application Supervisor to join our Latham CS Mastering & Improvement (L&D) team in Alphaville, Mexico.
**About arenaflex**
arenaflex is a private company that's shaping the destiny of worldwide entertainment. We believe there's a better way to watch, and our team is passionate about delivering excellence, simplicity, and getting our customers back to streaming. Our L&D team provides leadership, customer service, and equipment training that has a direct impact on our sellers, customers, and the business.
**Job Summary**
As an Application Supervisor, you'll work closely with the outsourced call centers that make up our CS Operations Latham. You'll be a strong partner to both our Latham team and the global CS learning and development team. Your primary responsibilities will include program management, learning content development, facilitation, and stakeholder management.
**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 outsourced call center partners in the region 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:
+ 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 demonstrate 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.
* 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.
**Requirements**
* 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 representatives, 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 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 your 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.
**What We Offer**
* Competitive compensation package
* Opportunity to work with a global entertainment company
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off
**How to Apply**
If you're passionate about learning and development, and you're looking for a challenging and rewarding role, please submit your application through our website. We can't wait to hear from you!
**Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
**Apply Now**
Apply Job!
Apply for this job