Call Center Manager

AT&T

. Oversee and support new call center hires through onboarding, training, and nesting progression .

Posted 10/27/2026full-timeOrlando • Florida • United StatesMid-LevelSenior💰 $64,200 - $96,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in overseeing call center operations, including onboarding, training, and team management. Proven ability to enhance productivity, manage attendance, and foster career development for team members.

Highest-signal resume keywords

Call Center OnboardingTeam ManagementEmployee TrainingPerformance ImprovementBehavioral Issue Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding ProcessesTraining ProgramsSkill Transfer ManagementAttendance ManagementCareer Development

Soft Skills

Engagement ManagementInfluencing DecisionsConflict ResolutionTeam Leadership

Certifications & Qualifications

Bachelor’s Degree (BS/BA)

Industry Keywords

Call Center OperationsEmployee DevelopmentAttrition ReductionTask DelegationPerformance Metrics

About the role

Key responsibilities & impact

Oversee and support new call center hires through onboarding, training, and nesting progression
Guide new hires through onboarding processes and ensure completion of necessary tasks
Ensure new hires gain proficiency in systems, processes, and knowledge
Manage expectations, attendance, engagement, and skill transfers for direct reports
Foster career growth and development
Enhance results and productivity while reducing attrition during the ramp-up period
Directly oversee a team of employees
Address behavioral and attendance issues
Ensure successful transitions to production
Oversee daily team operations, task delegation, and resolution of day-to-day issues
Influence decisions regarding hiring, firing, disciplinary action, and promotional activity for subordinates

Requirements

What you’ll need

3+ years of related experience
Bachelor’s degree (BS/BA) desired
Experience overseeing and supporting new call center hires through onboarding, training, and nesting progression
Ability to manage engagement, expectations, attendance, skill transfers, and career development for direct reports
Ability to address behavioral and attendance issues
Ability to influence decisions regarding hiring, firing, disciplinary action, and promotional activity for subordinates

Benefits

Comp & perks

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
Bonus