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. Our CS team provides leadership, customer service, and equipment training that has a direct impact on our sellers, our customers, and the business. This role reports to the LatAm Learning & Development Manager in Alphaville and will have the opportunity to develop effective and engaging learning reports for the best call center sellers and leaders in the industry.
**Key Responsibilities**
* Program Management:
+ Outline, document, and maintain the scope of all local L&D tasks.
+ Create, manage, and maintain task 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, perform 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 impact of these training programs.
* Facilitation:
+ Provide 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.
* Vendor Management and Relationship Building:
+ 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.
+ Be able to build and drive L&D governance for the vendors: data analysis, vendor support team structure, intake framework, evaluation framework, etc.
* 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 overall CS business by participating in learning opportunities, priorities, and impact.
+ Collaborate with other business leaders and transform operational opportunities into L&D opportunities.
**What You Should Have**
* 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 sellers, rising leaders, and senior leader audiences.
* Enjoy 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 desired.
* Stable facilitation experience in various teacher-led programs for various audiences and training skills.
* Project management skills, 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 is a plus.
* Experience working in a cross-cultural global environment is a plus.
* Enjoy content/knowledge management is a plus.
* Enjoy designing education curriculum for service, retail, or call center managers/leaders is a plus.
* Enjoy with innovative facilitation tools is a plus.
**Region of Work**
We're considering applicants who are in Mexico City, as well as fully-remote candidates within Mexico.
**Who We Are Looking For**
* You try to write stylish code, and you are comfortable with picking up new technology independently.
* You are talented in at least one primary programming language (e.g. Java, Scala, Python) and comfortable working with SQL.
* You enjoy helping teams push the limits of analytical insights, growing new product capabilities using data, and powering machine learning models.
* You have a strong background in at least one of the following: distributed data processing or software engineering of data services, or data modeling.
* You are familiar with big data technologies like Spark or Flank and comfortable working with web-scale datasets.
* You have a keen sense of detail, good data intuition, and a passion for data quality.
* You admire the importance of excellent documentation and data debugging skills.
* You relate to and embody many of the principles of the arenaflex culture. You like working independently while also participating and giving/receiving candid feedback.
* You're comfortable working in a rapidly changing environment with ambiguous requirements. You're nimble and take smart risks.
**Compensation**
At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market signals to determine compensation and take into account your specific job family, history, skills, and experience to get it right. These considerations can cause your compensation to vary and will be dependent on your location.
**How to Apply**
If you're passionate about learning and development, and you're looking for a challenging and rewarding role, please apply to this position. We can't wait to hear from you!