**Experienced Application Supervisor – Learning & Development at arenaflex**

At arenaflex, we are revolutionizing the entertainment industry by providing a better way to watch. Our team members need our support 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 are seeking a skilled application supervisor to join our Latham CS mastering & improvement (L&D) team in Alphaville.

• *About arenaflex**

arenaflex is a leading entertainment company that is shaping the destiny of worldwide entertainment. Our mission is to provide a better way to watch, and we are committed to delivering exceptional customer experiences. Our L&D team plays a critical role in achieving this mission by providing leadership, customer service, and technical training that has a direct impact on our sellers, customers, and the business.

• *Job Summary**

We are looking for an experienced application supervisor to join our L&D team in Alphaville. This role will work closely with 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. The successful candidate will be responsible for program management, learning content development, facilitation, and stakeholder management.

• *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 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.+ 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:
+ 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:
+ 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.+ Build and drive L&D governance for the companies: data analysis, vendor support team structure, intake framework, evaluation framework, etc.

• *Essential Qualifications**

• 3+ years of experience designing soft skills and technical learning solutions, including onboarding programs focused across a range of levels call center agents, senior call center representatives, rising leaders, and senior leadership 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.
• 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.
• 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 similar role or industry.
• Experience with learning management systems (LMSs) and virtual learning environments (VLEs).
• Experience with instructional design models and frameworks.
• Experience with adult learning theory and principles.
• Experience with performance improvement and training evaluation.

• *Work Environment and Company Culture**

We are a dynamic and fast-paced organization that values innovation, creativity, and collaboration. Our L&D team is committed to delivering exceptional customer experiences and is passionate about learning and development. We offer a supportive and inclusive work environment that encourages growth and development.

• *Compensation and Benefits**

We offer a competitive salary and benefits package, including health insurance, retirement plan, and paid time off. We also offer opportunities for professional growth and development, including training and education programs.

• *How to Apply**

If you are a motivated and experienced application supervisor looking for a new challenge, please submit your application, including your resume and cover letter, to our website. We look forward to hearing from you!

• *Apply Now**