Associate Director-Call Center New Hire

About the role

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.

Responsibilities

• Guide new hires through onboarding processes, ensuring completion of necessary tasks and proficiency in systems, processes, and knowledge.
• Act as the liaison for Talent Acquisition, Interviewing Team, and Learning & Development.
• Coordinate training and nesting logistics for each incoming class.
• Manage expectations, attendance, engagement, and skill transfers to foster career growth and development for direct reports.
• Enhance results, productivity, and reduce attrition by supporting new hires during their ramp-up period.
• Provide direct oversight of a team of employees, addressing behavioral and attendance issues.
• Ensure successful transitions to production.
• Oversee operational aspects of the department, focusing on day-to-day management of related initiatives.
• Influence 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.

Pay

Salary range: $85,700.00 - $128,500.00 USD annually. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Benefits

• Medical, dental, and 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 (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.

Schedule

• Weekly Hours: 40.
• Time Type: Regular.

Location: Atlanta, Georgia.