Hasbro offers tremendous opportunity for those looking to make an impact in a challenging yet rewarding field. An industry where, fun, passion and energy count.

We are a global leader in children's and family leisure time entertainment products, with brands and products, such as MONOPOLY, SCRABBLE, TRANSFORMERS, G.I. JOE, EASY-BAKE and PLAY-DOH, that provide the highest quality and most recognized play experiences in the world.

In the GAME OF LIFE (another Hasbro brand), big decisions matter. If you're looking for an exciting and stimulating place to work, we invite you to learn more about all of the terrific opportunities at Hasbro.

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