HR Director Call Center Operations

Job Summary

Leading a dedicated team remotely, the full-time HR Director of Call Center Operations will oversee people operations across a multi-site US call center network, focusing on employee retention, compliance, and operational performance.

Key responsibilities

• Serve as the primary HR strategic partner to Call Center Site Directors and Operations Managers, coaching on employee engagement and retention strategies
• Lead and mentor a distributed team of HR Partners, establishing standard operating procedures for consistent support across shifts
• Manage the end-to-end talent acquisition strategy for high-volume call center hiring, ensuring timely fulfillment of staffing needs

Required qualifications

• 10+ years of progressive HR experience in high-volume operational environments such as call centers or customer care operations
• Demonstrated experience in managing and developing HR Partners and Talent Acquisition professionals
• Strong subject-matter expertise in employee relations and multi-state wage-and-hour compliance
• Ability to analyze turnover metrics and implement effective retention strategies
• Experience in technology-enabled sales or performance marketing is a plus