At arenaflex, we're revolutionizing the entertainment industry by providing a better way to watch. Our team is dedicated to delivering exceptional customer experiences for our subscribers worldwide. As a key player in our Learning & Development (L&D) team, you'll have the opportunity to shape the future of customer service and drive business growth.
**About arenaflex**
arenaflex is a global entertainment company that's changing the way people watch. We're passionate about delivering exceptional customer experiences and creating a culture of innovation and excellence. Our L&D team is at the forefront of this mission, providing leadership, customer service, and training that has a direct impact on our sellers, customers, and the business.
**Job Summary**
We're seeking an experienced Application Supervisor to join our Latham CS Learning & Development team in Alphaville. As a key member of our team, you'll be responsible for managing the learning needs of our outsourced call centers, developing effective training programs, and collaborating with our global CS learning and development team. If you're passionate about learning and development, and have a track record of success in designing and delivering training programs, 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 task plans
+ Develop a trusting partnership with outsourced call center partners and be a valuable point of contact for all trainers
+ Collaborate with the broader CS learning and development team and other key internal global and regional partners to ensure alignment around key priorities and initiatives
* Learning content development/educational design:
+ 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
+ Develop 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 demonstrate the impact 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:
+ Build and foster strong partnerships with regional CS colleagues at arenaflex and be an effective voice of the local L&D team
+ 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, emerging leaders, and senior leader audiences)
* Enjoy designing and facilitating learning experiences that range from 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
* 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 a plus
* Experience working in a cross-cultural global environment a plus
* Enjoy content/knowledge management a plus
* Enjoy designing education curriculum for service, retail, or call center managers/leaders a plus
* Enjoy with innovative facilitation tools a plus
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a global entertainment company that's changing the way people watch
* Collaborative and dynamic work environment
* Professional development opportunities
* Flexible work arrangements
* Access to cutting-edge technology and tools
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about learning and development, and have a track record of success in designing and delivering training programs, 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!
**Note**
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve.