Associate Director-Call Center New Hire

About the role

Shape The Employee Experience From Day One At AT&T, we know that a great employee experience starts with a great first impression. As the Associate Director – New Hire Experience, you’ll play a critical leadership role in helping our newest call center employees succeed from their very first day. You’ll lead the onboarding, training, and nesting experience for new hire classes, ensuring employees are equipped with the skills, confidence, and support they need to transition successfully into production. Working cross-functionally with Talent Acquisition, Learning & Development, Operations, and business leaders, you’ll create an engaging and high-performing environment that drives productivity, retention, and long-term career success. If you’re passionate about developing people, building high-performing teams, and creating exceptional employee experiences, we’d love to meet you.

Responsibilities

• Lead the New Hire Journey: Manage the end-to-end onboarding experience for new call center employees.
• Partner closely with Talent Acquisition, Interviewing Teams, Learning & Development, and Operations to ensure a seamless transition from offer acceptance through production.
• Coordinate onboarding schedules, training logistics, and nesting activities for each incoming class.
• Develop and Coach Talent: Lead, coach, and develop a team of new hires during their learning journey.
• Set clear expectations around performance, attendance, engagement, and professional conduct.
• Provide ongoing coaching, feedback, and career development conversations that help employees build confidence and succeed.
• Drive Performance and Engagement: Monitor employee progress throughout training and nesting.
• Identify coaching opportunities that improve proficiency, productivity, and customer readiness.
• Support initiatives that improve employee engagement, accelerate ramp-to-performance, and reduce early attrition.
• Lead People: Supervise and develop a team of employees during their onboarding and training period.
• Address attendance, behavioral, and performance concerns with consistency and accountability.
• Partner with leadership on hiring, performance management, promotions, disciplinary actions, and compensation recommendations.

Requirements

• 5+ years of leadership or related experience in a call center, customer service, operations, learning, or employee development environment.
• Experience leading, coaching, and developing frontline employees.
• Strong communication, collaboration, and relationship-building skills.
• Ability to influence across multiple business partners and functions.
• Experience managing performance while creating a positive and engaging employee experience.
• Strong organizational skills with the ability to manage multiple onboarding classes and priorities simultaneously.
• Bachelor’s degree preferred.

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