**Experienced Application Supervisor – Learning & Development**

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. We're a team of innovators, thinkers, and doers who are passionate about providing exceptional customer experiences. Our L&D team plays a critical role in ensuring that our customer service representatives have the skills and knowledge they need to deliver outstanding service to our members. **Job Summary** We're looking for an experienced application supervisor to join our L&D team in Alphaville. This role will work closely with our outsourced call center partners to develop and implement effective learning programs that meet the needs of our customer service representatives. The successful candidate will have a strong background in learning and development, with experience designing and facilitating learning programs for a variety of audiences. **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 facilities, responsible for successful training rollouts and launches * Learning content development/educational design: + 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 + Develop learning 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: + 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 material * 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 global CS business by participating in learning opportunities, priorities, and impact + Collaborate with other business leaders and transform operational opportunities into L&D opportunities **Essential Qualifications** * 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 programs 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, outcomes-oriented, data-driven environment * High degree of independence and ability to work and manage one's 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 **Preferred Qualifications** * Experience working in a private company * Experience working in a customer service environment * Experience with learning management systems (LMSs) * Experience with virtual learning environments (VLEs) * Experience with data analysis and reporting * Experience with project management tools and software **Work Environment and Company Culture** arenaflex is a dynamic and fast-paced company that values innovation, creativity, and teamwork. Our L&D team is a critical part of our customer service organization, and we're looking for someone who is passionate about delivering exceptional learning experiences. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. **Compensation and Benefits** arenaflex offers a competitive salary and benefits package, including: * Salary: $25 to $35 per hour * Benefits package, including health insurance, retirement plan, and paid time off * Opportunities for professional growth and development * Flexible work arrangements, including remote work options * Access to cutting-edge technology and tools * Collaborative and dynamic work environment **How to Apply** If you're passionate about learning and development and want to join a dynamic and fast-paced company, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. Apply Now! Apply for this job