This Role Is Likely for You If: You've handled onboarding, nesting, or performance improvement programs and want to own the full early-tenure success journey of new hires. You've partnered with Operations, Training, QA, and Workforce to close performance gaps - not just identify them. You're comfortable using data (KPIs, error trends, performance dashboards) to drive coaching, retraining, or process improvements. You enjoy mentoring Team Leaders and helping agents succeed through structured development plans. You're ready to take ownership of ramp readiness, PIP governance, and continuous improvement across programs. Why This Role Exists As the organization scales across programs and clients, ensuring that new hires transition successfully from training to production is critical to operational stability. We need leadership that can bridge Training and Operations by managing nesting, performance improvement plans (PIP), and early-tenure coaching - while also identifying systemic performance gaps and recommending long-term solutions. What You'll Own You'll lead Nesting and Performance Development across assigned lines of business, with accountability for new-hire readiness and early production outcomes. Your scope includes: Ownership of onboarding and nesting programs to support new hire ramp-up and certification readiness. Monitoring new-hire performance during early production and identifying skill gaps through data analysis. Designing and implement targeted coaching or retraining interventions. Leading the end-to-end Performance Improvement Plan (PIP) process, including: Developing individualized action plans with measurable goals and timelines Coaching Team Leaders on documentation and execution Conducting calibration sessions to ensure fairness and compliance Tracking progress and recommending outcomes (pass, extension, reassignment, or escalation) Conducting Root Cause Analysis (RCA) using structured methodologies (e.g., 5 Whys, Fishbone, Pareto). Partnering with Operations, QA, Training, and Workforce teams to address recurring performance challenges. Supporting knowledge management initiatives to ensure agents have access to updated resources and tools. Building performance dashboards and reporting on nesting success rates, PIP recovery, and attrition trends. Recommending improvements to onboarding, nesting, and performance management frameworks. Tools You'll Work With You should be comfortable working with: Performance dashboards and reporting tools KPI and Quality performance tracking systems Coaching frameworks and documentation standards Knowledge management systems and training modules Root Cause Analysis methodologies Advanced spreadsheets for performance analysis and reporting