Director-Call Center General Manager

We are seeking an experienced, dynamic Call Center General Manager to lead our consumer call center supporting 500–1,000 employees.  The ideal candidate will be responsible for overseeing all aspects of call center operations, building and sustaining a positive, high-performing culture, and ensuring alignment with organizational goals. This is a hands-on leadership role requiring a blend of strategic vision, operational expertise, and strong relationship management—both with employees, partners and union leadership.

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  Operational Leadership:

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    Oversee daily operations ensuring the center meets and exceeds performance metrics (service levels, quality, customer satisfaction, efficiency, etc.).

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    Drive continuous improvement initiatives in process, technology, and workflow to optimize productivity and customer experience.

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    Develop and implement business plans, budgets, and resource allocation strategies.

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  Culture Building:

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    Foster an inclusive, engaging, and high-performance culture aligned with organizational values.

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    Champion employee engagement and recognition programs, ensuring a positive work environment.

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    Lead by example, modeling ethical behavior and respect in all interactions.

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  Union Relations:

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    Create a positive relationship with union leadership that enables the business to meet customer needs while creating a positive environment for our employees.

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    Ensure compliance with collective bargaining agreements and labor laws.

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    Collaborate with Labor Relations and Human Resources to address grievances, negotiations, and workplace issues.

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  People Leadership:

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    Lead, coach, and develop a team of managers, supervisors, and support staff to achieve operational excellence.

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    Implement succession planning, talent development, and performance management strategies.

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    Drive accountability through clear communication of expectations and regular feedback.

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  Customer Experience:

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    Own all aspects of the customer journey within the contact center.

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    Analyze customer feedback and implement initiatives to improve satisfaction and loyalty.

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  Risk & Compliance:

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    Ensure all regulatory and company compliance requirements are met (privacy, security, labor laws, etc.).

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    Identify, assess, and mitigate risks related to operations, people, and technology.

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  Stakeholder Engagement:

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    Build strong relationships with internal and external stakeholders, including executive leadership, peer departments, vendors, and the union.

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    Represent the call center in cross-functional projects and organizational initiatives.

Required:

• 10+ years of progressive leadership experience in large-scale call center operations (500+ employees), including at least 3 years in a senior management role.

• Demonstrated success in driving operational efficiency, customer satisfaction, and employee engagement.

• Experience managing centers that support multiple lines of business.

• Strong financial and analytical acumen with experience managing large budgets.

• Excellent communication, negotiation, and conflict resolution skills.

• Proven ability to lead through change and ambiguity.

Preferred:

• Bachelor’s degree in Business Administration, Management, or related field (Master’s preferred).

• Experience with digital transformation in contact centers (AI, automation, omnichannel platforms).

• Experience managing union-represented workforces and working with collective bargaining agreements.

Key Competencies

• Strategic Thinking

• Results Orientation

• Employee Engagement

• Change Leadership

• Relationship Management

• Problem Solving

• Emotional Intelligence

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• 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
• Long Term Grants and Deferred Compensation
• Paid Time Off and Holidays (based on date of hire, at least 28 days of vacation each year and 9 company-designated holidays

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.