Associate Director-Call Center New Hire

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, our purpose is to connect people and businesses in meaningful ways. We empower our leaders to drive transformation in a fast-paced, dynamic environment. Join us and play a vital role in shaping the future of customer experience by guiding and developing the next generation of call center professionals. Overall Purpose: The Associate Director, Call Center New Hire, is responsible for the comprehensive oversight and support of new hire agents from onboarding through training, nesting, and transition to full production. This role ensures that new team members are equipped with the skills, knowledge, and engagement necessary to excel in their roles, while fostering a culture of continuous improvement and professional growth.

Responsibilities

• Lead and coordinate the end-to-end onboarding process for new call center employees, ensuring all documentation, system access, and compliance requirements are fulfilled.
• Serve as the primary liaison with Talent Acquisition, Interviewing Teams, and Learning & Development to facilitate a seamless new hire experience.
• Organize and oversee training schedules, class logistics, nesting plans, and knowledge transfer sessions, ensuring each new hire class is set up for success.
• Monitor progress throughout training and nesting, providing feedback, coaching, and additional support as needed.
• Set clear expectations for attendance, performance, and professional conduct, reinforcing organizational standards and values.
• Foster a positive, inclusive, and engaging environment that encourages open communication, feedback, and continuous learning.
• Identify development opportunities for new hires, offering mentorship, resources, and guidance to support career advancement.
• Track key performance indicators (KPIs) for new hires during their ramp-up period, identifying trends and proactively addressing challenges to maximize productivity and minimize attrition.
• Implement best practices for performance management, including regular one-on-one meetings, performance evaluations, and recognition programs.
• Directly supervise a team of entry-level and career-level call center employees, managing scheduling, workload distribution, and day-to-day operational needs.
• Address and resolve behavioral, attendance, and performance issues promptly and in accordance with company policies.
• Contribute to staffing decisions, including hiring, disciplinary actions, promotions, and compensation adjustments.
• Collaborate with senior management to execute departmental strategies and initiatives, ensuring alignment with organizational objectives.
• Drive continuous process improvement within the new hire journey, leveraging data and feedback to enhance outcomes.
• Maintain accurate records and documentation related to onboarding, training, performance, and compliance.

Requirements

• Bachelor's degree (BS/BA) preferred; equivalent combination of education and experience will be considered.
• Minimum of 3-5 years' relevant experience in call center operations, training, or employee development, with at least 2 years in a supervisory or management capacity.
• Exceptional leadership, coaching, and interpersonal skills.
• Strong organizational and project management abilities.
• Ability to analyze data, identify trends, and implement solutions.
• Proficiency in Microsoft Office Suite and call center software platforms.
• Excellent verbal and written communication skills.
• Bi-lingual preferred.

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (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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