Call Center Analyst Jobs (NOW HIRING)

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:

• • 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.

• Culture Building:

• • 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.

• Union Relations:

• • 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.

• People Leadership:

• • 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.

• Customer Experience:

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

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

• Risk & Compliance:

• • 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.

• Stakeholder Engagement:

• • 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.

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 Manager earns between $155,400 and $233,200 USD annually, not to mention all the other amazing rewards that working at AT&T offers. The 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 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

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.