Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $174,100.00 - $261,100.00
Work Schedule
Standard Hours
Benefits
Medical
Dental
Vision
401(k) Plan
Tuition Reimbursement
Paid Time Off
Paid parental leave
paid caregiver leave
adoption reimbursement
Disability Benefits
Life insurance
Employee assistance program
Employee wellness programs
Employee Discounts
AT&T internet and phone
Job Description
AT&T is a leading multinational telecommunications company known for providing innovative communication and digital entertainment services to millions of customers globally. As a top-tier employer, AT&T offers a dynamic and inclusive work environment that fosters career growth and employee development. The company is committed to delivering outstanding customer experiences while investing in cutting-edge technologies and embracing diversity and inclusion across its operations.
The role of the Call Center General Manager at AT&T is critical to the success of its large-scale consumer call center operation supporting between 500 and 1,000 employees. This leadership position involves managing all facets of the... Show More
The role of the Call Center General Manager at AT&T is critical to the success of its large-scale consumer call center operation supporting between 500 and 1,000 employees. This leadership position involves managing all facets of the... Show More
Job Requirements
- 10+ years of progressive leadership experience in large-scale call center operations 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
Job Qualifications
- 10+ years of progressive leadership experience in large-scale call center operations 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
- bachelor's degree in business administration, management, or related field preferred
- experience with digital transformation in contact centers including AI, automation, omnichannel platforms favored
- experience managing union-represented workforces and collective bargaining agreements preferred
Job Duties
- Oversee daily operations ensuring the center meets and exceeds performance metrics
- drive continuous improvement initiatives in process, technology, and workflow to optimize productivity and customer experience
- develop and implement business plans, budgets, and resource allocation strategies
- foster an inclusive, engaging, and high-performance culture aligned with organizational values
- champion employee engagement and recognition programs
- create a positive relationship with union leadership enabling the business to meet customer needs
- ensure compliance with collective bargaining agreements and labor laws
- lead, coach, and develop a team of managers, supervisors, and support staff
- own all aspects of the customer journey within the contact center
- analyze customer feedback and implement initiatives to improve satisfaction and loyalty
- ensure all regulatory and company compliance requirements are met
- identify, assess, and mitigate risks related to operations, people, and technology
- build strong relationships with internal and external stakeholders
- represent the call center in cross-functional projects and organizational initiatives
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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