Experienced Application Supervisor – Learning & Development

At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our customer service team is dedicated to providing exceptional interactions for our subscribers across the globe. We're seeking a skilled Application Supervisor to join our Latham CS Mastering & Improvement (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 to both our Latham team and global CS learning and development team.

About arenaflex

arenaflex is a private company that's changing the face of 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 is a key part of this mission, providing leadership, customer service, and equipment training that has a direct impact on our sellers, customers, and the business.

Job Summary

We're looking for an experienced Application Supervisor to lead the learning and development efforts for our outsourced call centers in Latham. This role will be responsible for program management, learning content development, facilitation, and stakeholder management. If you have a passion for designing and delivering learning solutions, excellent communication skills, and experience working in a fast-paced environment, we want to hear from you.

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 learning 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.

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 experiences 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.
• 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 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 salary: $25 to $35/hour

• Opportunity to work with a dynamic and innovative company
• Collaborative and supportive team environment
• Professional development and growth opportunities
• Flexible work arrangements
• Comprehensive benefits package

How to Apply

If you're passionate about learning and development and have a strong background in instructional design, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

About the Team

Our L&D team is a key part of arenaflex's mission to deliver exceptional customer experiences. We're a collaborative and supportive team that's passionate about learning and development. We're looking for someone who shares our passion and has a strong background in instructional design.

Why arenaflex?

arenaflex is a private company that's changing the face of 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. We're a dynamic and innovative company that's always looking for new ways to improve and grow.

What We Value

* Excellence: We strive for excellence in everything we do.

• Simplicity: We believe in simplicity and making things easy for our customers.
• Customer Focus: We're passionate about delivering exceptional customer experiences.
• Innovation: We're always looking for new ways to improve and grow.
• Collaboration: We're a collaborative and supportive team that works together to achieve our goals.

How to Prepare for an Interview

* Research arenaflex and our products/services

• Review the job description and requirements
• Practice answering common interview questions
• Be prepared to talk about your experience and qualifications
• Show enthusiasm and passion for learning and development

Common Interview Questions

* Tell me about yourself.

• Why do you want to work for arenaflex?
• What's your greatest strength?
• What's your greatest weakness?
• Tell me about a challenging scenario you've faced at work and how you handled it.
• Why should we hire you for this position?
• Where do you see yourself in 5 years?
• What do you know about our products/services?
• How do you handle working under stress?
• Tell me about a time you worked in a team.
• What's your preferred work style or work environment?
• Do you have any questions for us?

Note: The above job description and requirements are subject to change based on the company's needs and requirements. Apply for this job