HR Director – Call Center Operations

Centerfield

. Lead people operations across Centerfield’s multi-site U.S.

Posted 9/17/2026full-timeRemote • California • United StatesLead💰 $140,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in high-volume talent acquisition and employee relations within call center environments, with a strong focus on compliance and operational efficiency. Proven ability to lead and develop HR teams while implementing effective retention strategies and metrics-driven decision-making.

Highest-signal resume keywords

High-Volume RecruitingEmployee Relations ManagementMulti-State Wage-and-Hour ComplianceCoaching and Developing HR PartnersOperational Escalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Talent AcquisitionEmployee RelationsRetention StrategiesSOP DevelopmentMetrics AnalysisStructured Workplace InvestigationsCompliance ManagementConflict ResolutionPerformance Metrics OptimizationAgile Problem-Solving

Soft Skills

Strong CommunicationInfluence SkillsDecisive Problem-SolvingCoachingMentoring

Industry Keywords

Call Center OperationsContact Center ManagementCustomer Care OperationsHigh-Volume EnvironmentsGrievance InvestigationsOperational ObjectivesTalent Acquisition StandardsEmployee Retention InitiativesCalifornia Employment LawsWage-and-Hour Disputes

About the role

Key responsibilities & impact

Lead people operations across Centerfield’s multi-site U.S. call center network
Serve as strategic HR partner to Call Center Site Directors, Operations Managers, and supervisors
Coach managers on feedback, accountability, attendance management, and agent retention
Translate operational objectives into frontline people strategies
Lead, mentor, and develop a distributed team of HR Partners
Establish SOPs and response SLAs across shifts and time zones
Escalate complex investigations, disciplinary decisions, and involuntary terminations
Manage end-to-end talent acquisition for U.S. call center hiring
Lead the Call Center Recruiting team and set sourcing, funnel, and candidate-experience standards
Drive high-volume recruiting pipelines to meet training dates, headcount quotas, and seasonal ramps
Track and optimize cost-per-hire, time-to-fill, interview-to-offer, and early show-rate metrics
Oversee employee relations and investigations involving grievances, policy violations, performance issues, and wage-and-hour disputes
Maintain compliance with multi-state employment laws
Partner with Legal and senior HR leadership on high-risk personnel decisions
Analyze turnover and 30/60/90-day attrition
Design retention and recognition initiatives for call center environments

Requirements

What you’ll need

10+ years of progressive HR experience, with substantial focus in high-volume operational environments
Experience in call centers, contact centers, warehousing/fulfillment, or customer care operations
Experience managing, coaching, and developing HR Partners and Talent Acquisition professionals
Experience partnering with operational directors and frontline supervisors in metric-driven, fast-paced environments
Subject-matter expertise in high-volume employee relations and structured workplace investigations
Multi-state wage-and-hour compliance experience for hourly teams
Ability to leverage recruiting and turnover metrics to identify root causes and implement retention strategies
Strong communication, conflict resolution, and influence skills
Agility, decisive problem-solving, and composure during operational escalations
Experience in technology-enabled sales, performance marketing, or customer acquisition operations is a plus
Must currently reside in California, Florida, Minnesota, New Jersey, New York, Ohio, Oregon, or Washington

Benefits

Comp & perks

Generous quarterly bonus
Unlimited PTO
Medical, dental, and vision plans
Generous parental leave
401(k) company match plan, fully vested day 1
Paid charity and volunteer days
Career growth and promotion-from-within opportunities
Award-winning culture and team spirit