Associate Director-Call Center New Hire

AT&T • Orlando, FL

8d

About The Position

Overall Purpose: The purpose of this supervisory role is to oversee and support new call center hires through onboarding, training, and nesting progression, ensuring proficiency, productivity, and seamless transition to production while managing engagement, expectations, and career development. Key Responsibilities: Typical tasks may include, but are not limited to, the following: Onboarding and Training: The role focuses on guiding new hires through onboarding processes, ensuring they complete necessary tasks and gain proficiency in systems, processes, and knowledge. Act as the liaison for Talent Acquisition, Interviewing Team, Learning & Development. Coordinate training and nesting logistics for each incoming class. Employee Development: The supervisor is responsible for managing expectations, attendance, engagement, and skill transfers, fostering career growth and development for direct reports. Performance and Productivity: The role aims to enhance results, productivity, and reduce attrition by supporting new hires during their ramp-up period. Supervisory Responsibilities: The position involves direct oversight of a team of employees, addressing behavioral and attendance issues, and ensuring successful transitions to production. Job Contribution: Oversees operational aspects of the department, focusing on the day-to-day management of related initiatives. This role is primarily concerned with the implementation and execution of strategies developed by higher management. Typically leads entry-level and career-level staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

Requirements

• Bachelor’s degree (BS/BA) desired.
• 5+ years of related experience.

Responsibilities

• Guide new hires through onboarding processes.
• Act as liaison for Talent Acquisition, Interviewing Team, Learning & Development.
• Coordinate training and nesting logistics.
• Manage expectations, attendance, engagement, and skill transfers.
• Enhance results, productivity, and reduce attrition.
• Direct oversight of a team of employees.
• Address behavioral and attendance issues.
• Ensure successful transitions to production.
• Oversee operational aspects of the department.
• Focus on day-to-day management of related initiatives.
• Implement and execute strategies developed by higher management.
• Influence decisions regarding hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees