HR Director of Call Center Operations

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real content. We need to parse the posting. First, there is an intro about Centerfield, but that's not part of the job description? The "Opportunity…" etc. We need to extract sections. We should not repeat job title as heading. No Job ID. We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove AI & Interview Policy? That's maybe not needed but it's not boilerplate? It's about policy; maybe we can drop as it's not substantive? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. AI & Interview Policy might be considered legal? It's about policy; maybe we keep? It's not exactly EEO. But it's about interview policy; could be considered part of application instructions? Might be safer to drop. Also remove "Compensation Range: $140K - $160K" maybe we need to include Pay section if present. Yes we have compensation range, so we should include Pay section. We need sections: About the role (maybe from "The Opportunity…" paragraph). Responsibilities (list of duties). Requirements/Qualifications/Skills (maybe combine). Benefits (list). Pay (compensation). Schedule? Not mentioned; remote role but no schedule specifics; we should not create Schedule if not present. We need to preserve all substantive info. Let's extract: About the role: The Opportunity… paragraph: "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." That's about the role. Responsibilities: The "How You'll Contribute…" section with subheadings: Operations Partnership & Leadership Coaching, HR Partner Team Leadership, Talent Acquisition & Ramp Execution, High-Volume Employee Relations & Multi-State Compliance, Frontline Retention & Headcount Governance. Each has bullet-like sentences. We can turn each bullet into

under a

. Probably each subheading could be a heading? But instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have one

Responsibilities and then list items. Thus we need to extract each duty as list items. Let's list them: - 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. That's responsibilities. Requirements/Qualifications/Skills: The "What We're Looking For…" list. Items: - 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. We could split into Requirements (experience) and Skills (soft skills). But instruction says we can have sections like Requirements, Qualifications, Skills. We need to decide. Probably combine into Requirements and Skills. But we must not create empty sections. We'll create a

Requirements and list the experience items, and a

Skills for the soft skills and plus. But we need to ensure we don't invent content. Let's separate: Requirements (experience): - 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. - Experience in technology-enabled sales, performance marketing, or customer acquisition operations is a plus. Skills: - 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. That seems reasonable. Benefits: From "Life at Centerfield…" section. Items: - 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! We should include these as

• . Pay: Compensation Range: $140K - $160K. So we need a Pay section with that info. Schedule: Not mentioned; remote role but no schedule specifics; we should not create Schedule. We also need to maybe include About the role section. Thus final HTML:

  About the role

  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.

  Responsibilities

  • 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.

  Requirements

  • 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.