At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our team is passionate about delivering exceptional customer experiences, and we're seeking a skilled Application Supervisor to join our Learning & Development (L&D) team in Alphaville. As a key member of our L&D team, you'll play a crucial role in shaping the learning and development strategies for our outsourced call centers, driving business growth, and enhancing customer satisfaction.
**About arenaflex**
arenaflex is a global entertainment company that's changing the way people watch and interact with content. We're committed to delivering exceptional customer experiences, and our L&D team is at the forefront of this mission. Our team is passionate about creating engaging learning experiences that drive business results and enhance customer satisfaction.
**Job Summary**
We're seeking an experienced Application Supervisor to join our L&D team in Alphaville. As a key member of our team, you'll be responsible for designing, developing, and implementing learning and development programs for our outsourced call centers. You'll work closely with our L&D team, call center partners, and other stakeholders to create effective learning solutions that drive business growth and enhance customer satisfaction.
**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 outsourced call center partners and be a valuable point of contact for all trainers in these facilities
+ Ensure successful education rollouts and launches
* Learning Content Development / Educational Design:
+ Conduct gap analysis for performance and education opportunities
+ 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
+ Develop regular and accurate locally and globally valid training curriculum
+ Expand solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer applicable, hard, and efficient learning experiences
+ Develop essential course collateral, including facilitator and learner materials, presentation media, task aids, and knowledge checks
* 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
+ Contribute to the overall performance of the CS business
+ Guide these groups to achieve success with the right path, support, and tasks
+ Build and maintain L&D governance for the companies, including data analysis, vendor support team structure, intake framework, evaluation framework, etc.
* Stakeholder Management:
+ Build and foster strong partnerships with regional CS colleagues at arenaflex
+ Be an effective voice of the local L&D team
+ Participate in learning opportunities, priorities, and impact for the general CS business
+ Collaborate with other business leaders and transform operational opportunities into L&D opportunities
**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
* 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
* Ability to work in a fast-paced, outcome-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 a plus
* Experience working in a cross-cultural global environment a plus
* Experience with content/knowledge management a plus
* Experience designing education curriculum for service, retail, or call center managers/leaders a plus
* Experience with innovative facilitation tools a plus
**What We Offer**
* Competitive salary range: $25 to $35/hour
* Opportunity to work with a global entertainment company that's changing the way people watch and interact with content
* Collaborative and dynamic work environment
* Professional development opportunities
* Comprehensive benefits package
* Flexible work arrangements
**How to Apply**
If you're passionate about learning and development and want to join a dynamic team that's shaping the future of entertainment, apply now! Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
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