[Hiring] HR Director of Call Center Operations @Centerfield

Role Description

Centerfield is looking for an operational, high-velocity HR Director, Call Center Operations to lead people operations across our fast-paced, multi-site US call center network. In this high-impact remote role, you will ensure our frontline workforce strategy drives peak performance, employee retention, and strict compliance.

• Serve as the primary HR strategic partner to Call Center Site Directors, Operations Managers, and supervisors.
• Build supervisory capabilities across the teams, coaching managers on constructive feedback, accountability, attendance management, and agent retention tactics.
• Partner with Operations leadership to balance aggressive production and sales targets with sound people practices and a positive workplace culture.
• Translate operational objectives into frontline people strategies that minimize friction and keep agents engaged.

• Lead, mentor, and elevate a distributed team of HR Partners.
• Establish standard operating procedures (SOPs) and response SLAs to ensure fast, consistent support across all shifts and time zones.
• Serve as the escalation lead for complex investigations, sensitive disciplinary decisions, and involuntary terminations.
• Monitor caseloads and reallocate support during peak sales ramps and business cycles.

• Partner with Operations to manage the end-to-end talent acquisition strategy and execution for all US call center hiring.
• Directly manage, mentor, and stretch the dedicated Call Center Recruiting team, setting clear sourcing targets, funnel benchmarks, and candidate experience standards.
• Drive high-volume recruiting pipelines to consistently hit training class start dates, headcount quotas, and seasonal staffing ramps.
• Track and optimize key recruiting metrics, including cost-per-hire, time-to-fill, interview-to-offer ratios, and early show-rate percentages for day-one training classes.

• Oversee high-volume employee relations with speed, sound judgment, and defensible documentation.
• Conduct and supervise investigations into workplace grievances, policy violations, performance issues, and wage-and-hour disputes.
• Maintain rigorous compliance across multi-state employment laws governing hourly non-exempt populations (e.g., meal and rest break rules, overtime, shift differentials, and local ordinances).
• Partner with Legal and senior HR leadership on high-risk personnel decisions.

• Analyze turnover and early tenure attrition (30/60/90-day drop-off), identifying root causes and adjusting recruiting profiles or onboarding workflows accordingly.
• Partner with leaders to design practical retention and recognition initiatives tailored to high-volume, metric-driven call center environments.

Qualifications

• 10+ years of progressive HR experience, with substantial focus in high-volume, operational environments (call centers, contact centers, warehousing/fulfillment, or customer care operations).
• Demonstrated experience successfully managing, coaching, and developing both HR Partners and Talent Acquisition professionals.
• Deep experience partnering directly with operational directors and frontline supervisors in metric-driven, fast-paced environments.
• Strong subject-matter expertise in high-volume employee relations, structured workplace investigations, and multi-state wage-and-hour compliance for hourly teams.
• Demonstrated ability to leverage recruiting and turnover metrics to identify root causes and implement frontline retention strategies.
• Stellar communication, conflict resolution, and influence skills—comfortable engaging with hourly agents, supervisors, and executive leaders alike.
• High degree of agility, decisive problem-solving, and composure when navigating fast-moving operational escalations.
• Experience in technology-enabled sales, performance marketing, or customer acquisition operations is a plus.

Benefits

• Competitive salary + generous quarterly bonus.
• Unlimited PTO – take a break when you need it!
• Industry-leading medical, dental, and vision plans + generous parental leave.
• 401(k) company match plan – fully vested day 1.
• Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA).
• Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.).
• Career growth – we enjoy promoting from within!