Associate Director-Call Center New Hire

AT&T; Mesa (AZ); On-site; USD 86,000 - 129,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k)

Tuition reimbursement

PTO & holidays

Parental Leave

Caregiver Leave

Sick leave

Adoption reimbursement

Disability benefits

Life insurance

Wellness programs

Employee discounts

Job summary

AT&T in Mesa, Arizona is seeking an Associate Director – New Hire Experience for its onsite call center. You’ll lead onboarding, training, and nesting for new hire classes, ensuring employees start with confidence and the tools they need to succeed from day one.

Working cross-functionally with Talent Acquisition, Learning & Development, and Operations, you’ll shape the early employee journey, coach frontline teams, monitor performance, and champion an engaging, high‑productivity workplace.

Qualifications

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

Responsibilities

• Manage the end-to-end onboarding experience for new call center employees.
• Coordinate onboarding schedules, training logistics, and nesting activities for each incoming class.
• Lead, coach, and develop a team of new hires during their learning journey.
• Monitor progress throughout training and nesting and identify coaching opportunities.
• Support initiatives that improve employee engagement, ramp-to-performance, and reduce early attrition.
• Address attendance, behavioral, and performance concerns with consistency and accountability.
• Partner with leadership on hiring, performance management, promotions, disciplinary actions, and compensation recommendations.

Skills

Leadership

Employee development

Communication

Collaboration

Influence

Organizational skills

Education

Bachelor’s degree

Job description

Associate Director-Call Center New Hire

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Associate Director – New Hire Experience (Call Center)

Location: This is an onsite position requiring five days per week in the office at the posted location. Relocation assistance is not available.

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.

What You’ll Do

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.

What You’ll Bring

• 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.

Our Associate Director-Call Center New Hire earns between$85,700 - $128,500 USD USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and 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 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 AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Weekly Hours: 40

Time Type: Regular

Location: Mesa, Arizona

Salary Range: $85,700.00 - 128,500.00

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an accommodation here.