Experienced Application Supervisor – Learning & Development Operations

At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our team is dedicated to providing exceptional customer experiences, and we're seeking a skilled Application Supervisor to join our Latham CS Mastering & Improvement (L&D) team in Alphaville. This role will play a crucial part in shaping the learning and development landscape for our outsourced call centers, working closely with our Latham crew and global CS learning and development team.

• *About arenaflex**

arenaflex is a global entertainment powerhouse, committed to delivering innovative solutions that captivate audiences worldwide. Our customer service operations are designed to provide seamless experiences for our subscribers, and our L&D team is instrumental in ensuring that our customer service representatives have the skills and knowledge needed to excel in their roles.

• *Job Summary**

As an Application Supervisor, you will be responsible for managing the scope of all local L&D projects, creating and maintaining task plans, and developing effective learning reports for our top-performing call center sellers and leaders. You will work closely with our outsourced call center partners, providing guidance and support to ensure successful training rollouts and launches. Your expertise will help us drive excellence, simplicity, and customer satisfaction, enabling our subscribers to enjoy uninterrupted streaming experiences.

• *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 serve as a valuable point of contact for trainers + Collaborate with the broader CS learning and development team and other key internal stakeholders to ensure alignment around key priorities and initiatives

• Learning content development/educational design:

+ Conduct gap analysis for performance and education opportunities, identifying 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, collaborating with subject matter experts and cross-functional stakeholders + 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:

+ Deliver learning materials in face-to-face and virtual environments to leadership audiences and pilot 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, contributing to the overall performance of the CS business + Guide these teams to achieve success with the right path, support, and tasks + Build and maintain L&D governance for the vendors, 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 + Serve as an effective voice of the local L&D team, actively participating in learning opportunities, priorities, and impact + Collaborate with other business leaders, transforming 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)

• Enjoy designing and facilitating learning services 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 teacher-led programs for diverse 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 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
• Fluency 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 mana

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