Driver Onboarding and Retention Specialist
United Petroleum Transports, Oklahoma City, OK, United States
Driver Onboarding and Retention Specialist
United Petroleum Transports Title: Driver Onboarding & Retention Specialist Department: Human Resources Location: Oklahoma City, OK Reports To: VP of People FLSA: Exempt The Driver Onboarding & Retention Specialist owns the end-to-end driver experience from pre-orientation through active employment and potential separation. This role ensures drivers are onboarded efficiently, operationally ready without delay, and proactively supported to reduce preventable turnover. This position serves as a key liaison between all departments to ensure alignment, accuracy, and consistent driver experience across all markets. Core Responsibilities
Driver Onboarding Execution
Objective: Ensure all new drivers and Independent Contractors are onboarded accurately and efficiently, enabling immediate dispatch readiness. Key Responsibilities: Initiate and manage driver profile setup in TMW, including entry of personal data and creation of Expirations. Create and complete new hire profiles in Paycom, including tax details, seating, and terminal assignment. Generate and submit Personnel Action Forms (PAFs) to notify cross-functional teams. Outcome: Drivers are fully onboarded, compliant, and available for dispatch with no administrative delays. Driver Retention & Engagement
Objective: Proactively identify and resolve driver concerns to reduce turnover and improve driver satisfaction. Key Responsibilities: Conduct weekly touchpoints with Terminal leadership to identify at-risk drivers and highlight top performers. Serve as the primary point of contact for driver concerns and resignation notices. Engage directly with drivers to gather feedback and determine root causes. Partner cross-department to resolve issues (pay, schedule, equipment). Outcome: Early identification and resolution of issues, reducing preventable turnover, before a resignation or term happens. Retention Intervention & Follow-Up
Objective: Provide structured, data-driven recommendations to retain drivers where feasible once alerted to driver who has already resigned. Key Responsibilities: Present insights and recommendations to Terminal Managers and VPOs based on communications with unhappy drivers. Advocate for retention actions such as schedule adjustments, compensation, equipment, etc. Ensure all outcomes are documented consistently within TenStreet, whether driver is retained or lost. Conduct monthly follow-ups with both retained and separated drivers. Outcome: Improved retention through consistent, informed decision-making and proactive communications. Key Performance Indicators (KPIs)
Onboarding Efficiency
Time to Dispatch Ready: about 5-10 hours Onboarding Accuracy Rate: about 98% Retention Effectiveness
Preventable Turnover Reduction Retention Save Rate: about 2535% Early Tenure Retention (090 Days) Responsiveness & Engagement
Driver Contact: within 24 hours Issue Resolution Time: about 12 business days Weekly Terminal Check-ins: 100% Additional Responsibilities: Carries out duties assigned by the VP of People as required. Qualifications
Minimum Qualifications for Consideration: College Degree preferred. One three years of experience in the customer service or recruiting. Knowledge, Skills and Abilities: Excellent verbal and written communication skills. Effectively communicate over the phone. Able to maintain confidentiality. Demonstrates attention to detail in high paced environment. Display professional demeanor. Good interpersonal skills: able to work well with a wide range of individuals. Strong organizational and time management skills. Demonstrates dependability through good attendance and adherence to timelines and schedules. Ability to react to change productively and handle essential tasks as assigned. Demonstrated resourcefulness and ability to take initiative in development and completion of projects. Computer skills (Word, Excel, & Outlook). Able and willing to continue professional development. Physical Requirements: Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, talking, hearing and visual activity. Occasional lifting (up to 20 pounds). Working Conditions: Requires travel at least 15% of the time. Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.
United Petroleum Transports Title: Driver Onboarding & Retention Specialist Department: Human Resources Location: Oklahoma City, OK Reports To: VP of People FLSA: Exempt The Driver Onboarding & Retention Specialist owns the end-to-end driver experience from pre-orientation through active employment and potential separation. This role ensures drivers are onboarded efficiently, operationally ready without delay, and proactively supported to reduce preventable turnover. This position serves as a key liaison between all departments to ensure alignment, accuracy, and consistent driver experience across all markets. Core Responsibilities
Driver Onboarding Execution
Objective: Ensure all new drivers and Independent Contractors are onboarded accurately and efficiently, enabling immediate dispatch readiness. Key Responsibilities: Initiate and manage driver profile setup in TMW, including entry of personal data and creation of Expirations. Create and complete new hire profiles in Paycom, including tax details, seating, and terminal assignment. Generate and submit Personnel Action Forms (PAFs) to notify cross-functional teams. Outcome: Drivers are fully onboarded, compliant, and available for dispatch with no administrative delays. Driver Retention & Engagement
Objective: Proactively identify and resolve driver concerns to reduce turnover and improve driver satisfaction. Key Responsibilities: Conduct weekly touchpoints with Terminal leadership to identify at-risk drivers and highlight top performers. Serve as the primary point of contact for driver concerns and resignation notices. Engage directly with drivers to gather feedback and determine root causes. Partner cross-department to resolve issues (pay, schedule, equipment). Outcome: Early identification and resolution of issues, reducing preventable turnover, before a resignation or term happens. Retention Intervention & Follow-Up
Objective: Provide structured, data-driven recommendations to retain drivers where feasible once alerted to driver who has already resigned. Key Responsibilities: Present insights and recommendations to Terminal Managers and VPOs based on communications with unhappy drivers. Advocate for retention actions such as schedule adjustments, compensation, equipment, etc. Ensure all outcomes are documented consistently within TenStreet, whether driver is retained or lost. Conduct monthly follow-ups with both retained and separated drivers. Outcome: Improved retention through consistent, informed decision-making and proactive communications. Key Performance Indicators (KPIs)
Onboarding Efficiency
Time to Dispatch Ready: about 5-10 hours Onboarding Accuracy Rate: about 98% Retention Effectiveness
Preventable Turnover Reduction Retention Save Rate: about 2535% Early Tenure Retention (090 Days) Responsiveness & Engagement
Driver Contact: within 24 hours Issue Resolution Time: about 12 business days Weekly Terminal Check-ins: 100% Additional Responsibilities: Carries out duties assigned by the VP of People as required. Qualifications
Minimum Qualifications for Consideration: College Degree preferred. One three years of experience in the customer service or recruiting. Knowledge, Skills and Abilities: Excellent verbal and written communication skills. Effectively communicate over the phone. Able to maintain confidentiality. Demonstrates attention to detail in high paced environment. Display professional demeanor. Good interpersonal skills: able to work well with a wide range of individuals. Strong organizational and time management skills. Demonstrates dependability through good attendance and adherence to timelines and schedules. Ability to react to change productively and handle essential tasks as assigned. Demonstrated resourcefulness and ability to take initiative in development and completion of projects. Computer skills (Word, Excel, & Outlook). Able and willing to continue professional development. Physical Requirements: Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, talking, hearing and visual activity. Occasional lifting (up to 20 pounds). Working Conditions: Requires travel at least 15% of the time. Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.