Experienced Full Stack Application Supervisor – Learning & Development for Customer Service Operations

At arenaflex, we're revolutionizing the way people consume entertainment worldwide by believing there's a better way to watch. Our team members need our help sometimes, and that's where our global customer service (CS) organization focuses: providing exceptional interactions for our subscribers across the globe. 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) group in Alphaville, Mexico. This role will work closely with the learning needs of 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.

About arenaflex

arenaflex is a global entertainment company that produces and distributes original content to over 220 million subscribers in over 190 countries. Our mission is to entertain the world, and we're committed to creating a culture of innovation, inclusivity, and excellence. We're passionate about our work, and we're looking for talented individuals who share our values and are excited about the opportunity to join our team.

Job Summary

We're seeking an experienced application supervisor to join our L&D team in Alphaville, Mexico. This role will be responsible for managing the learning and development needs of our outsourced call centers, working closely with our Latham team and global CS learning and development team. The successful candidate will have a strong background in instructional design, facilitation, and project management, with experience working in a fast-paced, outcomes-oriented environment.

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 effect 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.

• Vendor management and relationship building:

+ 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. + Be able to build and drive L&D governance for the vendors: data analysis, vendor support team structure, intake framework, evaluation framework, etc.

• Stakeholder management:

+ Build and foster strong partnerships with regional CS colleagues at arenaflex and be an effective voice of the local L&D team. + Be an active partner to the overall CS business by participating in learning opportunities, priorities, and impact. + Collaborate with other business leaders and transform operational opportunities into L&D opportunities.

Requirements

* 3+ years of experience designing soft skills and tool-based 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.
• Experience working in a fast-paced, outcomes-oriented, data-driven environment.
• High degree 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.

What We Offer

* Competitive salary: $25 to $35/hour

• Comprehensive benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements and work-life balance

How to Apply

If you're a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Interview Process

Our interview process typically consists of a series of common questions that help us assess your qualifications and fit for the role. Here are some common interview questions, along with suggested answers:

• Tell me about yourself.

+ Offer a brief summary of your professional background, skills, and experiences. Focus on relevant information and your enthusiasm for the role.

• Why do you want to work for arenaflex?

+ Discuss the company's values, mission, or reputation that align with your career goals. Mention specific aspects of the organization that attracted you.

• What is your greatest strength?

+ Highlight a relevant strength, such as problem-solving, leadership, or a technical skill. Support your answer with an example.

• What's your greatest weakness?

+ Discuss a weakness, but emphasize how you're working to improve it. For example, "I'm working on improving my time management skills."

• Tell me about a challenging scenario you've faced at work and how you handled it.

+ Use the STAR approach (situation, task, action, result) to provide a detailed answer, showcasing your problem-solving skills.

• Why should we hire you for this position?

+ Highlight your relevant qualifications, experiences, and how they make you the best fit for the role. Mention your enthusiasm for the organization and the position.

• Where do you see yourself in 5 years?

+ Share your career aspirations and how they align with the company's growth. This demonstrates long-term commitment.

• What do you know about our products/services?

+ Research the company's services and mention specific products or services. Explain how you believe they benefit customers.

• How do you handle working under stress?

+ Describe your ability to remain calm, prioritize tasks, and communicate effectively in high-stress conditions. Provide an example.

• Tell me about a time you worked in a team.

+ Describe a successful team challenge. Emphasize your collaboration, communication, and problem-solving skills.

• What's your preferred work style or work environment?

+ Share your preferences, but be adaptable. Mention that you can work effectively in various settings.

• Do you have any questions for us?

+ Always have questions prepared. Ask about the company's culture, team dynamics, expectations, or upcoming initiatives. This demonstrates your interest. We look forward to hearing from you! Apply for this job