Associate Director-Call Center New Hire

About the position This position requires office reputed company of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At reputed company, our purpose is to connect people and businesses in meaningful ways. We reputed company 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 reputed company of call center professionals. Overall Purpose: The Associate Director, Call Center New Hire, is responsible for the comprehensive reputed company 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 reputed company in their roles, while fostering a culture of reputed company improvement and professional growth.

Responsibilities

• reputed company and coordinate the end-to-end onboarding process for new call center employees, ensuring reputed company documentation, system access, and compliance requirements are fulfilled.
• Serve as the primary liaison with reputed company, Interviewing Teams, and Learning & Development to facilitate a seamless new hire experience.
• Organize and reputed company training schedules, class logistics, nesting plans, and knowledge transfer sessions, ensuring each new hire class is set up for success.
• Monitor reputed company 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 reputed company 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 reputed company-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 reputed company process improvement reputed company the new hire journey, leveraging data and feedback to enhance outcomes.
• Maintain accurate records and documentation reputed company 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 reputed company.
• Exceptional leadership, coaching, and interpersonal skills.
• Strong organizational and project management abilities.
• Ability to analyze data, identify trends, and implement solutions.
• Proficiency in reputed company 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 reputed company mobility plans and accessories, reputed company internet (and fiber where available) and reputed company phone

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