{"id":1011543,"url":"https://alion.io/job/centerfield-hr-director-of-call-center-operations","title":"HR Director of Call Center Operations","company":{"id":669085,"name":"Centerfield","domain":"centerfield.com","url":"https://alion.io/company/centerfield","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":140000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Rest API","optional":false}],"status":"live","first_seen_at":"2026-09-17T17:05:25Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-09-25T00:40:21Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Hi, We're Centerfield!\nSupercharged 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.\nThe Opportunity…\nCenterfield 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.\nLeading 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.\nHow You'll Contribute…\nOperations Partnership & Leadership Coaching\nServe as the primary HR strategic partner to Call Center Site Directors, Operations Managers, and supervisors.\n\nBuild supervisory capabilities across the teams, coaching managers on constructive feedback, accountability, attendance management, and agent retention tactics.\n\nPartner with Operations leadership to balance aggressive production and sales targets with sound people practices and a positive workplace culture.\n\nTranslate operational objectives into frontline people strategies that minimize friction and keep agents engaged.\n\nHR Partner Team Leadership\nLead, mentor, and elevate a distributed team of HR Partners.\n\nEstablish standard operating procedures (SOPs) and response SLAs to ensure fast, consistent support across all shifts and time zones.\n\nServe as the escalation lead for complex investigations, sensitive disciplinary decisions, and involuntary terminations.\n\nMonitor caseloads and reallocate support during peak sales ramps and business cycles.\n\nTalent Acquisition & Ramp Execution\nPartner with Operations to manage the end-to-end talent acquisition strategy and execution for all US call center hiring.\n\nDirectly manage, mentor, and stretch the dedicated Call Center Recruiting team, setting clear sourcing targets, funnel benchmarks, and candidate experience standards.\n\nDrive high-volume recruiting pipelines to consistently hit training class start dates, headcount quotas, and seasonal staffing ramps.\n\nTrack 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.\n\nHigh-Volume Employee Relations & Multi-State Compliance\nOversee high-volume employee relations with speed, sound judgment, and defensible documentation.\n\nConduct and supervise investigations into workplace grievances, policy violations, performance issues, and wage-and-hour disputes.\n\nMaintain 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).\n\nPartner with Legal and senior HR leadership on high-risk personnel decisions.\n\nFrontline Retention & Headcount Governance\nAnalyze turnover and early tenure attrition (30/60/90-day drop-off), identifying root causes and adjusting recruiting profiles or onboarding workflows accordingly.\n\nPartner with leaders to design practical retention and recognition initiatives tailored to high-volume, metric-driven call center environments.\n\nWhat We're Looking For…\n10+ years of progressive HR experience, with substantial focus in high-volume, operational environments (call centers, contact centers, warehousing/fulfillment, or customer care operations).\n\nDemonstrated experience successfully managing, coaching, and developing both HR Partners and Talent Acquisition professionals\n\nDeep experience partnering directly with operational directors and frontline supervisors in metric-driven, fast-paced environments.\n\nStrong subject-matter expertise in high-volume employee relations, structured workplace investigations, and multi-state wage-and-hour compliance for hourly teams.\n\nDemonstrated ability to leverage recruiting and turnover metrics to identify root causes and implement frontline retention strategies.\n\nStellar communication, conflict resolution, and influence skills-comfortable engaging with hourly agents, supervisors, and executive leaders alike.\n\nHigh degree of agility, decisive problem-solving, and composure when navigating fast-moving operational escalations.\n\nExperience in technology-enabled sales, performance marketing, or customer acquisition operations is a plus.\n\nLife at Centerfield…\nThis 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.\n\nCompetitive salary + generous quarterly bonus\n\nUnlimited PTO - take a break when you need it!\n\nIndustry-leading medical, dental, and vision plans + generous parental leave\n\n401(k) company match plan - fully vested day 1.\n\nAward-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)\n\nPaid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)\n\nCareer growth - we enjoy promoting from within!\n\nAI & Interview Policy\nAt Centerfield, we use AI tools internally to support efficiency and fairness in our hiring process, including resume screening and administrative tasks.\nCandidates 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.\nThe use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise.\nTo learn more, visit usHere.\nInterviews 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.\nFor 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/.\nCenterfield 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.","description_format":"text","description_chars":7097,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Florida","iso":null,"kind":"city"},{"name":"New Jersey","iso":null,"kind":"city"},{"name":"Minnesota","iso":null,"kind":"city"},{"name":"Washington","iso":null,"kind":"city"},{"name":"New York","iso":null,"kind":"city"},{"name":"Ohio","iso":null,"kind":"city"},{"name":"Oregon","iso":null,"kind":"city"},{"name":"California","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Commerce"],"lifecycle":[{"event":"open","at":"2026-09-17T20:24:55Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":43,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":false},"html_url":"https://alion.io/job/centerfield-hr-director-of-call-center-operations","json_url":"https://alion.io/job/centerfield-hr-director-of-call-center-operations.json","meta":{"generated_at":"2026-09-25T01:43:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1745,"day_limit":5000,"remaining_today":3255,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}