At arenaflex, we're shaping the destiny of worldwide entertainment because we trust there is a better manner to observe. Our individuals want our help once in a while, and that’s where our international customer service (CS) corporation focuses: supplying exquisite interactions for our subscribers round the sector. Our goal is excellence, simplicity, and getting our individuals back to streaming.
As a key member of our Latham CS mastering & improvement (L&D) group in Alphaville, you will play a pivotal function in the success of our CS Operations Latham. This function will paintings around the getting to learn needs of the outsourced call facilities that make up our CS Operations Latham and be a strong accomplice of each our Latham crew and global CS learning and improvement crew.
Our regional CS L&D team gives leadership, customer service, and gear training that has an instantaneous impact on our sellers, our customers, and the enterprise. This role reviews to the LatAm learning & development manager in Alphaville and will have the opportunity to broaden effective and tasty getting to learn reports for the first-class name middle sellers and leaders in the industry.
Duties
- Program Management
- Outline, document, and preserve the scope of all local L&D tasks.
- Create, music, and preserve task plans.
- Develop a trusting partnership with the outsourced call middle partners inside the place and be a precious point of touch for all trainers in these outsourced facilities, chargeable for successful schooling rollouts and launches.
- Learning Content Material Development / Educational Layout
- Using a diffusion of inputs, carry out hole analysis for overall performance and schooling opportunities, or improvements to pick out nearby and international curriculum desires for tool-based technical and behavioral smooth skills.
- Prioritize the importance of diagnosed gaps, document and present strategies, findings, and hints to address performance gaps.
- Studies content and/or collaborate with situation remember experts (SMEs) and different cross-functional stakeholders to develop regular and accurate domestically and globally valid training curriculum.
- Expand solutions (e.g., instructor-led, digital, e-studying, combined, and many others.) that offer applicable, hard, and efficient getting to learn studies.
- Develop essential route collateral which includes facilitator and learner substances, presentation media, task aids, and know-how checks.
- Finalize substances via critiques, pilot exams, etc., and be capable of measure and show the effect of those training packages.
- Facilitation
- Supply mastering material in face-to-face and virtual environments to leadership audiences and pilot any newly designed curriculum.
- Run train-the-trainer packages for name center running shoes.
- Educate and broaden name center leaders to co-facilitate the delivery of studying fabric.
- Dealer Management and Dating Building
- Accomplice with the schooling and operational groups of our outsourced call center providers in the vicinity and make a contribution to the overall overall performance of the CS enterprise.
- Guiding these groups to obtain achievement with the right path, assist, and tasks.
- Being capable of build and power L&D governance for the companies: data evaluation, dealer help team shape, intake framework, evaluation framework, and so on.
- Stakeholder Management
- Build and foster sturdy partnerships with regional CS colleagues at arenaflex.
- Being an effective voice of the local L&D crew.
- Being an energetic associate to the general CS commercial enterprise by means of participating on gaining knowledge of opportunities, priorities, and effect.
- Collaborating with different commercial enterprise leaders and reworking operational possibilities into L&D possibilities.
What You Should Have
- 3+ years experience designing gentle abilities and equipment studying answers, consisting of on boarding packages centered throughout a ramification of ranges call middle agents, senior name middle retailers, rising leaders, and senior chief audiences.
- Revel in designing and facilitating gaining knowledge of offerings that range from a fifteen-minute learning to multi-week classroom reports.
- Experience creating learning’s, operating with LMSs, and virtual mastering strategies and tools is relatively desired.
- Stable facilitation enjoy in various teacher-led applications for numerous audiences and training skills.
- Venture management enjoys, potential to collaborate with a team and stakeholders, communicate successfully, and being attentive to detail.
- Enjoy running in a quick-paced, outcomes-orientated, information-driven environment.
- High degree of independence and potential to work and manipulate very own time efficiently.
- Bachelor’s degree in instructional layout or a associated diploma, grasp’s diploma a plus.
- Fluent in Portuguese and English. Spanish is a plus.
- Experience working in a pass-cultural global environment is a plus.
- Revel in content/ know-how management is a plus.
- Revel in designing schooling curriculum for service, retail, or call center managers/ leaders is a plus.
- Enjoy with innovative facilitation gear is a plus.
Region of Labor
We’re thinking about applicants who are in Mexico town, in addition to fully-far flung candidates inside Mexico.
Who We Are Looking For
You are a talented and motivated individual who is passionate about learning and development. You have a strong background in instructional design, facilitation, and program management. You are comfortable working in a fast-paced, outcomes-orientated environment and have a high degree of independence. You are fluent in Portuguese and English, and have experience working in a multicultural global environment.
What We Offer
At arenaflex, we offer a competitive salary and benefits package, as well as opportunities for career growth and development. We are committed to creating a diverse and inclusive workplace, and we welcome applications from candidates from all backgrounds.
How to Apply
If you are a motivated and talented individual who is passionate about learning and development, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
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