Experienced Full Stack Application Supervisor – Learning & Development

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. Apply Now! Apply for this job