Driver Onboarding and Retention Specialist

United Petroleum Transports

Job Description

Title: Driver Onboarding & Retention Specialist

Department: Human Resources

Location: Oklahoma, City, OK

Reports To: VP of People

FLSA: Exempt

Purpose:

Embrace, promote and achieve the Vision, Values and Mission of the company, and to assist in meeting the Owner’s plan each year. UPT is committed to the Guiding Principles of the Responsible Care initiative and anticipates that all employees will share our commitment by conducting themselves consistent with those principles to make the industry even safer for our employees and communities.

Role Summary

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. 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 25–35%
• Early Tenure Retention (0–90 Days)
  
  

Responsiveness & Engagement

• Driver Contact: within 24 hours
• Issue Resolution Time: about 1–2 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.