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 position involves direct oversight of a team of employees, addressing behavioral and attendance issues, and ensuring successful transitions to production. This role is primarily concerned with the implementation and execution of strategies developed by higher management and typically leads entry-level and career-level staff. The position 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.
- 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 within the organization.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
