**Experienced Application Supervisor – Learning & Development**

At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our customer service team is dedicated to providing exceptional interactions for our subscribers across the globe. As a skilled application supervisor, you'll join our Latham CS mastering & improvement (L&D) team in Alphaville, working closely with outsourced call centers to drive learning and development initiatives. **About arenaflex** arenaflex is a global entertainment company that's changing the way people watch and interact with content. Our mission is to provide a better way to watch, and our customer service team is at the forefront of this mission. We're committed to excellence, simplicity, and getting our customers back to streaming. **Job Summary** We're seeking an experienced application supervisor to lead our L&D team in Alphaville. This role will be responsible for managing local L&D projects, developing effective learning reports, and collaborating with our global CS learning and development team. As a strong partner to our Latham crew and global CS L&D team, you'll drive learning initiatives that impact our sellers, customers, and the business. **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 be a valuable point of contact for trainers + Collaborate with the broader CS learning and development team and other key internal global and regional partners to ensure alignment around key priorities and initiatives * 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 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 materials 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 + 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 **Requirements** * 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) * Enjoy designing and facilitating learning experiences 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 various audiences and training skills * Project management experience, 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 **What We Offer** * Competitive salary: $25 to $35/hour * Opportunity to work with a global entertainment company * Collaborative and dynamic work environment * Professional development and growth opportunities * Flexible work arrangements * Comprehensive benefits package **How to Apply** If you're a motivated and experienced application supervisor looking for a new challenge, please submit your application through our website. We can't wait to hear from you! **Note:** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job