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Supervisor, Consumer Affairs: Hasbro, Inc.

Job ID4089
Company NameHasbro, Inc.
Job CategoryTelecommunications; Management/Executive
LocationPawtucket, RI
Position TypeFull-Time, Employee
Experience5-10 Years Experience
Desired Education LevelAssociates
Date PostedOctober 2, 2009
Hasbro, Inc.
View Hasbro, Inc. profile and job listings

Hasbro (NYSE:HAS) is a worldwide leader in children's and family leisure time entertainment products and services, including the design, manufacture and marketing of games and toys ranging from traditional to high-tech. Both internationally and in the U.S., its PLAYSKOOL, TONKA, MILTON BRADLEY, PARKER BROTHERS, TIGER, CRANIUM and WIZARDS OF THE COAST brands and products provide the highest quality and most recognizable play experiences in the world.
Hasbro's Consumer Affairs division is seeking a Supervisor to play a primary role in facilitating customer service goals/objectives and motivating and coaching all employees. The Supervisor provides prompt and timely service to all internal and external customers and ensures that all team members consistently provide quality customer service. The ideal candidate will possess proven leadership skills and be able to demonstrate a competency in fundamental call center transactions and the ability to comprehend detailed product knowledge. This person must display an attitude that readily and positively adapts to change and innovation.
Key Responsibilities:
  • Ability to respond swiftly to consumer/employee needs; sensitivity to the importance of excellent service to BOTH internal / external customers
  • Solid comprehension of all products, procedures and policies for US and Canada
  • Ability to effectively manage call center statistics including: Cost per call, Daily Service Levels, Agent Call Observations and Audits
  • Perform quality call observations in conjunction with quality manager.
  • Handle sensitive “take-over” calls from consumers
  • Proactively identify process improvements to improve efficiency and individual performance
  • Manage daily consumer monetary refunds within an acceptable means
  • Effectively and efficiently manage day-to-day operation
  • Swiftly respond to real-time management by balancing call volume with e-mail volume and ensuring adequate staffing on both at all times
  • Prudent decision-making skills to ensure staff handles off-phone tasks (equal balance between all tasks)
  • Complete/deliver agent year-end performance evaluations
To be successful in this position you will require the following:
  • Strong problem solving skills
  • Ability to effectively multi-task required
  • Demonstrated leadership and management skills
  • Strong interpersonal skills
  • Excellent oral and written communication skills
  • Ability to work in a fast-paced environment, independently and team setting
  • Minimum of 5-years in a call center environment
  • Knowledge of Microsoft Office applications
  • Right Now software and Symposium knowledge a plus
  • Associates degree preferred



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