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Mgr.CustCare Onboarding


This is a Full-time position in Irving, TX posted May 30, 2021.

Company Overview:

At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit or follow us on Twitter, LinkedIn, Facebook and Instagram.

Position Summary:

On-boarding Managers are responsible for the hiring and on-boarding of call center agents within the CXO organization. They will work in coordination with HRBP, TA, Learning and Development, and operations to drive an improved on-boarding experience and speed to competency through a strategic plan of training (active engagement) and transition (coaching and additional training) within an employees first 90 days.

  • Coordinate and/or conduct interviews (local hiring events/1:1 interviews)
  • Provide feedback to stakeholders regarding training process, content, and tools and escalate needs when necessary
  • Ability to determine skill and effort assessments, implement developmental and apply corrective coaching, and evaluate new hire’s ability to perform the job function.
  • Calibrate and own the quality of new hires, driving communication between all stakeholders to ensure best talent
  • Demonstrate willingness to push back and hold stakeholders accountable for their roles within hiring/on-boarding
  • Track and report correlations between candidate assessments and employee performance
  • Coordinate with the core recruiting team on upcoming class needs
  • Partner with recruiting and HR to bring in the best talent internally and externally and ensure class fill rates are met.
  • Act as a touchpoint during the hiring process for questions and pre-hire engagement of incoming hires.
  • Conducts welcome communications and meets with new hires on first day of employment
  • Engage with class each day to ensure constant touch point
  • Provide training, either personally or through assignment, to new hires who may be struggling with aspects of learning
  • Continue to act as a resource for new hires once they have completed training and transition to the floor for full job duties
  • Provide feedback to Talent Acquisition regarding new hire profiles and on-boarding strengths and weaknesses.
  • Assist Training Manager with all aspects of Payroll, disciplinary discussions, corrective actions and administrative duties
  • Meet and exceed speed to competency goals for new hires within their first 90 days
  • Drive Operational effectiveness and efficiency by consistently meeting or exceeding metric expectations for operational needs within their on-boarding period, ie: Handle Time goals, Aux 8 expectations, Attendance.
  • Provide coaching, mentoring and performance feedback to team members as opportunities arise to improve handling of customer transactions, escalations, alarm handling, inter-company relations, or other situations as they develop
  • Work closely with all peers to ensure open communication and a smooth transition to the destination Team Manager
  • Build and execute strategy to engage new hires from point of offer until 180 days to ensure a great employee experience that drives employee attrition down.
  • Establish and maintain relationship with key business partners with telephonic and face to face communications.
  • Collaborate with Care & Retain team to ensure new hire focus is retention based
  • Meet with Training Manager daily to identify trends of performance or attendance
  • Projects and adhoc assignments as assigned based on business need.
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