HR Director – Call Center Operations

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Oversee people operations within Centerfield’s extensive U.S. call center network.

• Act as a strategic HR partner to Call Center Site Directors, Operations Managers, and supervisors.

• Provide coaching to managers on feedback, accountability, attendance management, and agent retention.

• Convert operational goals into actionable people strategies for frontline staff.

• Lead, mentor, and nurture a geographically distributed team of HR Partners.

• Develop standard operating procedures (SOPs) and response service level agreements (SLAs) for various shifts and time zones.

• Address complex investigations, disciplinary actions, and involuntary terminations.

• Oversee the complete talent acquisition process for U.S. call center recruitment.

• Direct the Call Center Recruiting team, establishing sourcing, funnel, and candidate experience standards.

• Manage high-volume recruiting pipelines to fulfill training schedules, headcount requirements, and seasonal increases.

• Monitor and enhance metrics such as cost-per-hire, time-to-fill, interview-to-offer ratios, and early show rates.

• Supervise employee relations and conduct investigations related to grievances, policy breaches, performance problems, and wage-and-hour disputes.

• Ensure compliance with employment laws across multiple states.

• Collaborate with Legal and senior HR leadership on high-risk personnel matters.

• Analyze turnover rates and attrition at 30, 60, and 90 days.

• Create initiatives aimed at retention and recognition tailored for call center settings.

⛳️ Requirements

• Over 10 years of progressive HR experience, particularly in high-volume operational environments.

• Background in call centers, contact centers, warehousing/fulfillment, or customer care operations.

• Proven experience in managing, coaching, and developing HR Partners and Talent Acquisition specialists.

• Ability to collaborate with operational directors and frontline supervisors in fast-paced, metric-driven settings.

• In-depth knowledge of high-volume employee relations and structured workplace investigations.

• Familiarity with multi-state wage-and-hour compliance for hourly workforce.

• Capacity to utilize recruiting and turnover metrics to diagnose issues and enact retention strategies.

• Excellent communication, conflict resolution, and influencing abilities.

• Adaptability, decisive problem-solving skills, and composure during operational challenges.

• Experience in technology-driven sales, performance marketing, or customer acquisition operations is advantageous.

• Candidates must currently live in California, Florida, Minnesota, New Jersey, New York, Ohio, Oregon, or Washington.

🏝️ Benefits

• Competitive quarterly bonus structure.

• Unlimited paid time off (PTO).

• Comprehensive medical, dental, and vision insurance options.

• Generous parental leave policy.

• 401(k) plan with company match, fully vested from day one.

• Paid days for charity and volunteer work.

• Opportunities for career advancement and internal promotions.

• Award-winning company culture and strong team spirit.