Experienced Application Supervisor – Learning & Development at arenaflex
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. We're seeking a skilled Application Supervisor to join our Latham CS Mastering & Improvement (L&D) team in Alphaville.
About arenaflex
arenaflex is a private company that's shaping the destiny of worldwide entertainment. Our CS team provides leadership, customer service, and equipment training that has a direct impact on our sellers, our customers, and the business. 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.
Job Summary
We're looking for an experienced Application Supervisor to join our L&D team in Alphaville. As an Application Supervisor, you'll be responsible for program management, learning content development, facilitation, and stakeholder management. You'll work closely with the broader CS learning and development team and other key internal global and regional partners to ensure alignment around key priorities and initiatives.
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 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.
* 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 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 teacher-led programs for various audiences and training skills.
* Project management experience, ability to collaborate with a team and stakeholders, communicate effectively, and being 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.
Preferred Qualifications
* 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 a dynamic and innovative company that values diversity, equity, and inclusion. We're committed to creating a work environment that's inclusive, respectful, and supportive of all employees. We offer a competitive compensation package, including a salary range of $25 to $35 per hour, and a comprehensive benefits package.
Compensation and Benefits
We carefully consider a variety of compensation factors to determine your individual top-of-market compensation. We rely on market signals to determine compensation and consider your specific job family, history, skills, and experience to get it right. These factors can cause your compensation to differ and will be dependent on your location.
How to Apply
If you're a motivated and experienced Application Supervisor looking for a new challenge, please apply to this role. We can't wait to hear from you!