HR Director of Call Center Operations

Hi, We're Centerfield!

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

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.

Leading a dedicated team of HR Partners, you will oversee day-to-day HR execution for high-volume sales and support teams. From leadership coaching to complex investigations, attrition mitigation, and peak staffing ramps, you will set the standard for fair, consistent, and scalable HR operations across our contact center ecosystem.

Operations Partnership & Leadership Coaching

• 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.

HR Partner Team Leadership

• 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.

Talent Acquisition & Ramp Execution

• 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.

High-Volume Employee Relations & Multi-State Compliance

• 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.

Frontline Retention & Headcount Governance

• 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.
  

• 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.

• This is a remote position open to applicants who currently reside in one of the following states: California, Florida, Minnesota, New Jersey, New York, Ohio, Oregon, or Washington.

• 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!

AI & Interview Policy

At Centerfield, we use AI tools internally to support efficiency and fairness in our hiring process, including resume screening and administrative tasks.

Candidates are welcome to use AI tools ethically to prepare for interviews, such as practicing responses or researching questions. However, all responses during the interview process should reflect your own knowledge, experience, and judgment.

The use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise.
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Interviews will take place after resumes have been screened for the minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/.

Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.