Associate Director – Call Center

Jobtailor; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Jobtailor is seeking an experienced Training and Onboarding Manager to lead new call center hires through onboarding, training, and nesting progression in Orlando. You will partner with Talent Acquisition, Interviewing Team, and Learning & Development to coordinate programs and ensure a smooth ramp.

The role focuses on maintaining high engagement, reducing attrition, and guiding direct reports from ramp to production, with day-to-day operational oversight of the training function.

Qualifications

• Bachelor’s degree (BS/BA) desired.
• 5+ years of related experience.
• Experience in call center onboarding/training preferred.

Responsibilities

• Oversee onboarding and training for new hires.
• Coordinate nesting progression and class logistics.
• Liaise with Talent Acquisition, Interviewing Team, and L&D.
• Manage expectations, attendance, engagement, and skill transfers.
• Improve productivity and reduce attrition during ramp-up.
• Direct oversight of a team and address behavioral/attendance issues.
• Oversee day-to-day operations of the department.

Skills

Onboarding

Training

Team management

Education

Bachelor’s degree

Job description

• Oversee and support new call center hires through onboarding, training, and nesting progression
• Act as the liaison for Talent Acquisition, Interviewing Team, Learning & Development
• Coordinate training and nesting logistics for each incoming class
• Manage expectations, attendance, engagement, and skill transfers, fostering career growth and development for direct reports
• Enhance results, productivity, and reduce attrition by supporting new hires during their ramp-up period
• Direct oversight of a team of employees, addressing behavioral and attendance issues, and ensuring successful transitions to production
• Oversee operational aspects of the department, focusing on day-to-day management of related initiatives

Requirements

• Bachelor’s degree (BS/BA) desired
• 5+ years of related experience

Core Competencies

Demonstrates expertise in onboarding, training, and team management, with a focus on enhancing productivity and reducing attrition. Proven ability to coordinate logistics and support career growth for new hires in a call center environment.