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. As an experienced application supervisor, you'll join our Latham CS mastering & improvement (L&D) team in Alphaville, working closely with the outsourced call centers that make up our CS Operations Latham.
**About arenaflex**
arenaflex is a private company that's shaping the destiny of worldwide entertainment. Our 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 tasks.
+ Create, manage, and maintain task plans.
+ Develop a trusting partnership with the outsourced call center partners in the area 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 select 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 area 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 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.
* 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 desired.
* Strong 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.
* Ability to work 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.
**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 dynamic and fast-paced environment that values collaboration, innovation, and continuous learning.
**Compensation, Perks, and Benefits**
At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top-of-market. We rely on market signals to determine compensation and take into account your specific job family, history, skills, and experience to get it right. These factors can cause your compensation to vary and will be dependent on your location.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are committed to excellence, simplicity, and getting our members back to streaming, we encourage you to apply for this exciting opportunity. Please submit your application through our website.
**Common Interview Questions**
Here are some common interview questions, along with suggested answers:
* Tell me about yourself.
+ Offer a brief summary of your professional history, skills, and experiences. Focus on relevant information and your enthusiasm for the role.
* Why do you want to work for this company?
+ Discuss the company's values, mission, or reputation that align with your career goals. Mention specific aspects of the organization that attracted you.
* What is your greatest strength?
+ Highlight a relevant strength, such as problem-solving, leadership, or a technical skill. Support your answer with an example.
* What's your greatest weakness?
+ Discuss a weakness, but emphasize how you're working to improve it. For example, "I'm working on improving my time management skills."
* Tell me about a challenging scenario you've faced at work and how you handled it.
+ Use the STAR approach (situation, task, action, result) to provide a detailed response, showcasing your problem-solving skills.
* Why should we hire you for this position?
+ Highlight your relevant qualifications, experiences, and how they make you the best fit for the position. Mention your enthusiasm for the organization and the role.
* Where do you see yourself in 5 years?
+ Share your career aspirations and how they align with the company's growth. This demonstrates long-term commitment.
* What do you know about our products/services?
+ Research the company's services and mention specific products or services. Explain how you believe they benefit customers.
* How do you handle working under stress?
+ Describe your ability to remain calm, prioritize tasks, and communicate effectively in high-stress conditions. Provide an example.
* Tell me about a time you worked in a team.
+ Describe a successful team challenge. Emphasize your collaboration, communication, and problem-solving skills.
* What's your preferred work style or work environment?
+ Share your preferences, but be adaptable. Mention that you can work effectively in various settings.
* Do you have any questions for us?
+ Always have questions prepared. Ask about the company's culture, team dynamics, expectations, or upcoming initiatives. This demonstrates your interest.
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