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

Are you a skilled professional with a passion for learning and development? Do you have a knack for designing and facilitating training programs that drive results? We're seeking an experienced Application Supervisor to join our Latham CS Mastering & Improvement (L&D) team at blithequark. As a key member of our team, you'll play a critical role in shaping the learning and development strategy for our outsourced call centers, driving business outcomes, and fostering a culture of excellence. **About blithequark** At blithequark, we're revolutionizing the way people consume entertainment. Our mission is to provide an unparalleled viewing experience that's simple, intuitive, and accessible to everyone. We're a company that values innovation, creativity, and collaboration, and we're committed to fostering a culture of excellence that inspires our employees to be their best selves. **Job Summary** As an Application Supervisor, you'll be responsible for managing the learning and development needs of our outsourced call centers, working closely with our L&D team, and collaborating with cross-functional stakeholders to drive business outcomes. You'll design and deliver training programs that meet the needs of our call center agents, leaders, and senior leaders, and you'll be responsible for evaluating the effectiveness of these programs and making recommendations for improvement. **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 outsourced call center partners and be a point of contact for all trainers in these facilities + Work closely with the broader CS learning and development team and other key internal international 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 select 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 solutions (e.g., instructor-led, digital, e-learning, blended, etc.) that offer applicable, 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 material * 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 groups to achieve success with the right path, support, and tasks + Build and maintain L&D governance for the companies: data analysis, vendor support team structure, intake framework, evaluation framework, etc. * Stakeholder Management: + Build and foster strong partnerships with regional CS colleagues at blithequark 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 **Requirements** * 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 representatives, 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 desirable * Stable 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 * 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 leading entertainment company * Collaborative and dynamic work environment * Professional development opportunities * Comprehensive benefits package * Flexible work arrangements **How to Apply** If you're a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **About the Location** We're looking for candidates who are based in Mexico City, as well as fully remote candidates within Mexico. If you're passionate about learning and development and have a strong track record of delivering results, we encourage you to apply. **What We're Looking For** We're looking for a talented and experienced professional who is passionate about learning and development. If you're a self-starter who is comfortable working independently and collaboratively, and you have a strong track record of delivering results, we encourage you to apply. **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 common 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 this company? + Discuss the company's values, mission, or reputation that align with your career goals. Mention specific aspects of the company 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 answer, 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 company 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. We look forward to hearing from you! Apply for this job