Job Description

The Opportunity: 

This role is responsible for overseeing training, auditing and mentoring front line agents, supervisors and offshore training teams.  It requires expert knowledge of Fisher-Price and Mattel brands to support the Global Consumer Services agent staff with processes and procedures needed to provide World Class Customer Service.  This role is responsible for developing all written and verbal communications, policies and procedure for the department.

What Your Impact Will Be: 

 Oversee our offshore QA Training and Auditing team. Develop training policies and procedures for onshore and offshore teams.

Create and maintain new and existing training classes via electronic documentation.

Develop and update policies and procedures in the Salesforce and the legacy database.

Schedule and run meetings to calibrate and mentor offshore QA/Training teams. Work with supervisors to help develop team members.

Collaborate with Brand Analysts, Support Desk and the Enterprise team to ensure team members receive updated communications on products, procedures, policies and company information to ensure World Class Customer Service.

Flexible schedule required. Must be available to work until 8 p.m. daily, including weekends and holidays during peak season.

Overtime required.