Director - Call Center General Manager

AT&T•Miami, FL

7d•Onsite

About The Position

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.

Requirements

Bachelor’s degree in Business Administration, Management, or related field (Master’s preferred).
8+ 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.

Nice To Haves

Experience with digital transformation in contact centers (AI, automation, omnichannel platforms).
Experience managing union-represented workforces and working with collective bargaining agreements.
Bilingual or multilingual abilities. (Required in Mesa, Miami & Tustin)

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.
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.

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