Manager-Call Center New Hire

About the role

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. The position requires office presence of a minimum of 5 days per week and is located in Charlotte, North Carolina. No relocation is offered.

Responsibilities

• Onboarding and Training: Guide new hires through onboarding processes, ensuring they complete necessary tasks and gain proficiency in systems, processes, and knowledge.
• Employee Development: Manage expectations, attendance, engagement, and skill transfers, fostering career growth and development for direct reports.
• Performance and Productivity: Enhance results, productivity, and reduce attrition by supporting new hires during their ramp‑up period.
• Supervisory Responsibilities: Provide direct oversight of a team, address behavioral and attendance issues, and ensure successful transitions to production.
• Job Contribution: Oversee daily operations, ensure tasks are completed efficiently and effectively, delegate tasks, resolve day‑to‑day issues, lead occupational staff, and influence decisions regarding hiring, firing, disciplinary action, and promotional activity for subordinates.

Requirements

Bachelor’s degree (BS/BA) desired. 3+ years of related experience. Supervisory role (Supervisor: Yes).

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 state and local law requirements (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 eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone

Pay

Salary range: $64,200 – $92,500 USD annual (alternate range noted: $64,200.00 – $96,400.00 USD annual). Starting salary depends on geography, experience, expertise, and education/training.

Schedule

Weekly Hours: 40. Time Type: Regular.