Manager-Call Center New Hire

AT&T•Orlando, FL

9d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. 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. 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 the daily operations of their team, ensuring that tasks are completed efficiently and effectively. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. Typically leads occupational staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates. Supervisor : Yes

Requirements

Bachelor's degree (BS/BA) desired
3+ years of related experience

Responsibilities

Oversee and support new call center hires through onboarding, training, and nesting progression
Ensure proficiency, productivity, and seamless transition to production
Manage engagement, expectations, and career development
Guide new hires through onboarding processes
Ensure completion of necessary tasks
Ensure proficiency in systems, processes, and knowledge
Manage expectations, attendance, engagement, and skill transfers
Foster career growth and development for direct reports
Enhance results, productivity, and reduce attrition by supporting new hires during their ramp-up period
Direct oversight of a team of employees
Address behavioral and attendance issues
Ensure successful transitions to production
Oversee the daily operations of their team
Ensure tasks are completed efficiently and effectively
Immediate team management
Task delegation
Resolution of day-to-day issues
Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity 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