At arenaflex, we're revolutionizing the way people consume entertainment worldwide. Our mission is to provide an unparalleled viewing experience, and our Customer Service (CS) team plays a vital role in achieving this goal. 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 deliver exceptional learning experiences for our sellers and customers.
**About arenaflex**
arenaflex is a global entertainment leader, dedicated to shaping the future of entertainment. Our commitment to excellence, simplicity, and customer satisfaction drives everything we do. With a diverse and talented team, we strive to create a workplace that's inclusive, innovative, and fun.
**Job Summary**
We're seeking an experienced Application Supervisor to lead our L&D efforts in Alphaville. As a key member of our team, you'll be responsible for program management, learning content development, facilitation, and stakeholder management. Your expertise will help us deliver high-quality learning experiences that drive business results and exceed customer expectations.
**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.
* Learning Content Development / Educational Design:
+ Conduct gap analysis for performance and learning opportunities.
+ Develop locally and globally valid training curriculum.
+ Create solutions (e.g., instructor-led, digital, e-learning, blended) that offer applicable, engaging, and effective learning experiences.
+ Develop essential course collateral, including facilitator and learner materials, presentation media, task aids, and knowledge checks.
* Facilitation:
+ Deliver learning material in face-to-face and virtual environments to leadership audiences.
+ Pilot newly designed curriculum and 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:
+ Build and foster strong partnerships with regional CS colleagues at arenaflex.
+ Be an effective voice of the local L&D team and participate in learning opportunities, priorities, and impact.
**Requirements**
* 3 years of experience designing soft skills and technical learning solutions, including onboarding programs for call center agents, senior call center representatives, rising leaders, and senior executive audiences.
* Enjoy designing and facilitating learning experiences that range from 15-minute learning to multi-week classroom programs.
* Experience creating learning materials, working with Learning Management Systems (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 attention to detail.
* Ability to work in a fast-paced, outcomes-oriented, data-driven environment.
* High degree 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 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 range: $25 to $35/hour
* Opportunity to work with a global entertainment leader
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Comprehensive benefits package
* Flexible work arrangements
**How to Apply**
If you're passionate about learning and development, and you're looking for a challenging and rewarding role, please submit your application. We can't wait to hear from you!
**About the Interview Process**
Our interview process typically includes a series of common questions that help us assess your qualifications and fit for the role. Here are some examples of interview questions, along with suggested answers:
* Tell me about yourself.
+ Offer a brief summary of your professional background, skills, and experiences. Focus on relevant information and your enthusiasm for the role.
* Why do you want to work for arenaflex?
+ Discuss the company's values, mission, or reputation that align with your career goals. Mention specific aspects of the organization that attracted you.
* What is your greatest strength?
+ Highlight a relevant strength, such as problem-solving, leadership, or a technical skill. Support your answer with an example.
* What's your greatest weakness?
+ Discuss a weakness, but emphasize how you're working to improve it. For example, "I'm working on improving my time management skills."
* Tell me about a challenging scenario you've faced at work and how you handled it.
+ Use the STAR approach (Situation, Task, Action, Result) to provide a detailed response, showcasing your problem-solving skills.
* Why should we hire you for this position?
+ Highlight your relevant qualifications, experiences, and how they make you the best fit for the role. Mention your enthusiasm for the organization and the position.
* Where do you see yourself in 5 years?
+ Share your career aspirations and how they align with the company's growth. This demonstrates long-term commitment.
* What do you know about our products/services?
+ Research the company's services and mention specific products or services. Explain how you believe they benefit customers.
* How do you handle working under stress?
+ Describe your ability to remain calm, prioritize tasks, and communicate effectively in high-stress conditions. Provide an example.
* Tell me about a time you worked in a team.
+ Describe a successful team challenge. Emphasize your collaboration, communication, and problem-solving skills.
* What's your preferred work style or work environment?
+ Share your preferences, but be adaptable. Mention that you can work effectively in different settings.
* Do you have any questions for us?
+ Always have questions prepared. Ask about the company's culture, team dynamics, expectations, or upcoming initiatives. This demonstrates your interest.