Director-Call Center General Manager

AT&T; Nebraska; On-site; USD 174,000 - 261,000; Full time

Benefits offered by this job

Health coverage

401(k) plan

Tuition reimbursement

Parental leave

Caregiver leave

Disability benefits

Employee discounts

Paid time off

Job summary

AT&T in Richardson, TX seeks an experienced Call Center General Manager to lead a 500–1,000-employee operation. This hands-on leader will drive strategic vision, culture, and strong stakeholder management across unions and partners.

The role oversees all call center functions, focusing on performance, engagement, and customer experience, with a large budget and multi-line responsibilities. Competitive salary reflects geography and expertise.

Qualifications

• 10+ years of leadership in large call center operations (500+ employees).
• Proven ability to drive efficiency, customer satisfaction and employee engagement.
• Experience managing centers supporting multiple lines of business.
• Strong budgeting and financial analysis abilities.

Responsibilities

• Operational Leadership
• Culture Building
• Union Relations
• People Leadership
• Customer Experience
• Risk & Compliance
• Stakeholder Engagement

Skills

Leadership experience in large-scale C

Operational efficiency improvement

Budget management

Communication & negotiation

Change leadership

Union relations/leadership

Education

Bachelor’s degree in Business Administration/Management

Master’s preferred

Job description

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted.

AT&T will not hire any applicants for this position who require employer sponsorship now or in the future.

Overview

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.

Key Responsibilities

• Operational Leadership:
• Culture Building:
• Union Relations:
• People Leadership:
• Customer Experience:
• Risk & Compliance:
• Stakeholder Engagement:

Qualifications

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

Our Director - Call Center General Manage jobs earn between $174,100.00 - $261,100.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

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

Weekly Hours:

40

Time Type:

Regular

Location:

Richardson, Texas

Salary Range:

$174,100.00 - $261,100.00

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.