Experienced Application Supervisor – Learning & Development at arenaflex
At arenaflex, we are revolutionizing the entertainment industry by providing a better way to watch. Our team members need our support 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. We are 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 is shaping the destiny of worldwide entertainment. Our mission is to provide a better way to watch, and we are committed to delivering exceptional customer experiences. Our L&D team plays a critical role in achieving this mission by providing leadership, customer service, and technical training that has a direct impact on our sellers, customers, and the business.
Job Summary
We are 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 be responsible for 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 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 effect of these training programs.
- Facilitation:
+ Deliver 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.
Essential Qualifications
* 3+ years of experience designing soft skills and technical learning solutions, including onboarding programs focused across a range of levels call center agents, senior call center representatives, rising leaders, and senior leadership 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, 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.
- 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.
Preferred Qualifications
* Experience working in a similar role or industry.
- Experience with learning management systems (LMSs) and virtual learning environments (VLEs).
- Experience with instructional design models and frameworks.
- Experience with adult learning theory and principles.
- Experience with performance improvement and training evaluation.
Work Environment and Company Culture
We are a dynamic and fast-paced organization that values innovation, creativity, and collaboration. Our L&D team is committed to delivering exceptional customer experiences and is passionate about learning and development. We offer a supportive and inclusive work environment that encourages growth and development.
Compensation and Benefits
We offer a competitive salary and benefits package, including health insurance, retirement plan, and paid time off. We also offer opportunities for professional growth and development, including training and education programs.
How to Apply
If you are a motivated and experienced application supervisor looking for a new challenge, please submit your application, including your resume and cover letter, to our website. We look forward to hearing from you!
Apply Now
Apply Job! Apply for this job