AT&T · 1 day ago
Director - Call Center General Manager
Tustin, California
Full-time
Onsite
Director/Executive
$174K/yr - $261K/yr
10+ years expAT&T is a leading telecommunications company, and they are seeking an experienced Call Center General Manager to lead their consumer call center. The ideal candidate will oversee all aspects of call center operations, ensuring alignment with organizational goals while fostering a positive and high-performing culture.
CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless
Responsibilities
Oversee daily operations ensuring the center meets and exceeds performance metrics (service levels, quality, customer satisfaction, efficiency, etc.)
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, ensuring a positive work environment
Lead by example, modeling ethical behavior and respect in all interactions
Create a positive relationship with union leadership that enables the business to meet customer needs while creating a positive environment for our employees
Ensure compliance with collective bargaining agreements and labor laws
Collaborate with Labor Relations and Human Resources to address grievances, negotiations, and workplace issues
Lead, coach, and develop a team of managers, supervisors, and support staff to achieve operational excellence
Implement succession planning, talent development, and performance management strategies
Drive accountability through clear communication of expectations and regular feedback
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 (privacy, security, labor laws, etc.)
Identify, assess, and mitigate risks related to operations, people, and technology
Build strong relationships with internal and external stakeholders, including executive leadership, peer departments, vendors, and the union
Represent the call center in cross-functional projects and organizational initiatives
Qualification
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
Multilingual - Spanish, Korean, Vietnamese, Mandarin, Cantonese
Benefits
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
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
Company
AT&T
AT&T is a telecommunications company that provides wireless communications, internet and digital television services.
10001+ employees
H1B Sponsorship
AT&T has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (575)
2024 (586)
2023 (282)
2022 (450)
2021 (271)
2020 (162)
Funding
Current Stage
Public CompanyTotal Funding
$5.04BKey Investors
National Telecommunications and Information Administration
2025-09-19Post Ipo Debt· $5B
2024-02-12Grant· $42.3M
2023-01-19Grant· $2.2M
Leadership Team
Jeremy Legg
Chief Technology Officer
Pascal Desroches
Senior Executive Vice President and Chief Financial Officer
Recent News
Dallas Morning News
2026-01-12
2026-01-11
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-11
Company data provided by crunchbase