HR Director of Call Center Operations

About the role

For our client, we are seeking a HR Director of Call Center Operations to join the team of a leader in the Business Services space. This role will serve as a senior people leader for a high-volume call center environment, partnering closely with operations leadership to strengthen workforce performance and retention. The position will guide HR strategy across multiple locations, with a strong focus on employee relations, talent acquisition, and manager effectiveness. The right candidate will use operational metrics and cross-functional collaboration to improve engagement, service consistency, and overall team stability.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Serve as the primary HR strategic partner to call center leadership
• Coach managers on effective feedback and retention tactics
• Translate operational goals into employee strategies for engagement
• Lead and mentor a team of HR Partners across various locations
• Establish SOPs and support SLAs for consistent HR service delivery
• Direct the end-to-end talent acquisition strategy for call center staffing
• Analyze attrition data and implement retention initiatives tailored to call center environments

Qualifications

• 10+ years of progressive HR experience in operational environments like call centers
• Proven track record in managing and developing HR Partners and Talent Acquisition professionals
• Deep knowledge of employee relations and compliance across multiple states
• Ability to translate metrics into actionable retention strategies
• Excellent communication and conflict resolution skills across all staff levels
• Agile problem-solving capability in fast-paced operations
• Experience in sales, performance marketing, or customer acquisition is a plus

Benefits

• Remote work flexibility for residents of specified states
• Unlimited PTO policy encourages work-life balance
• Comprehensive medical, dental, and vision benefits
• Generous 401(k) matching plan with immediate vesting
• Award-winning company culture recognized by industry leaders
• Opportunities for paid volunteering and charitable activities
• Focus on internal promotion and career advancement

Pay

$110,000 – $130,000 annually