Associate Director Call Center New Hire
About The Position
This supervisory role oversees and supports new call center hires through onboarding, training, and nesting progression. It ensures new hires develop proficiency and productivity and transition smoothly to production, while managing engagement, expectations, and career development. The role oversees day-to-day operational aspects of related departmental initiatives and implements strategies developed by higher management. It typically leads entry-level and career-level staff and has influence over hiring, firing, disciplinary, promotional, and pay decisions for subordinates. The position is full-time, onsite five days per week, in Richardson, Texas. No relocation is offered.
Requirements
- At least 5 years of related experience.
Nice To Haves
- Bachelor’s degree (BS/BA) desired.
Responsibilities
- Guide new hires through onboarding, ensuring they complete necessary tasks and gain proficiency in systems, processes, and job knowledge.
- Serve as a liaison for Talent Acquisition, the Interviewing Team, and Learning & Development.
- Coordinate training and nesting logistics for each incoming class.
- Manage direct reports’ expectations, attendance, engagement, and skill transfers, and support their career growth and development.
- Support new hires during their ramp-up period to improve results and productivity and reduce attrition.
- Directly oversee a team, address behavioral and attendance issues, and support successful transitions to production.
- Manage day-to-day operational aspects of departmental initiatives and implement strategies developed by higher management.
- Influence hiring, firing, disciplinary, promotional, and pay decisions for subordinates.
Benefits
- Medical, dental, and vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid time off and holidays, including at least 23 vacation days each year and 9 company-designated holidays, based on date of hire
- Paid parental leave
- Paid caregiver leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption reimbursement
- Short-term and long-term disability benefits
- Life and accidental death insurance
- Supplemental benefit programs, including critical illness, accident, hospital indemnity, and group legal
- Employee Assistance Programs (EAP)
- Employee wellness programs
- Employee discounts up to 50% off eligible AT&T mobility plans and accessories, AT&T internet (including fiber where available), and AT&T phone
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
