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. The goal is to ensure proficiency, productivity, and a seamless transition to production while managing engagement, expectations, and career development. The role focuses on guiding new hires through onboarding processes, ensuring they complete necessary tasks and gain proficiency in systems, processes, and knowledge. It acts as a liaison for Talent Acquisition, Interviewing Team, and Learning & Development, and coordinates training and nesting logistics for each incoming class. The supervisor is responsible for managing expectations, attendance, engagement, and skill transfers, fostering career growth and development for direct reports. The role aims to enhance results, productivity, and reduce attrition by supporting new hires during their ramp-up period. The position involves direct oversight of a team of employees, addressing behavioral and attendance issues, and ensuring successful transitions to production. This role oversees operational aspects of the department, focusing on the day-to-day management of related initiatives and the implementation and execution of strategies developed by higher management. It typically leads entry-level and career-level staff within the organization and is responsible for influencing decisions regarding hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Requirements
- Bachelor’s degree (BS/BA) desired.
- 5+ years of related experience.
Responsibilities
- Guiding new hires through onboarding processes, ensuring they complete necessary tasks and gain proficiency in systems, processes, and knowledge.
- Acting as the liaison for Talent Acquisition, Interviewing Team, and Learning & Development.
- Coordinating training and nesting logistics for each incoming class.
- Managing expectations, attendance, engagement, and skill transfers for direct reports.
- Fostering career growth and development for direct reports.
- Enhancing results, productivity, and reducing attrition by supporting new hires during their ramp-up period.
- Directly overseeing a team of employees.
- Addressing behavioral and attendance issues.
- Ensuring successful transitions to production.
- Overseeing operational aspects of the department, focusing on the day-to-day management of related initiatives.
- Implementing and executing strategies developed by higher management.
- Leading entry-level and career-level staff.
- Influencing decisions regarding hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond what state and local law require may be available but is unprotected
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
