HR Support Center Team Lead, Sr. Associate | 2 Openings

McKesson•Alpharetta, GA

4d•$62,300 - $103,800•Onsite

About The Position

The HR Support Center Team Lead provides day-to-day operational oversight and expert support for HR Support Center Senior Representatives. Although the role has no direct reports, it serves as a lead and escalation point for on-shift global representatives, helping ensure smooth operations and consistent, high-quality support for employees and people leaders. The position maintains working knowledge of U.S., Canadian, and international HR processes and uses established policies, procedures, knowledge resources, and HR systems to guide representatives and respond to inquiries. The role exercises judgment in complex or ambiguous situations, recognizes when additional interpretation, risk assessment, exception handling, or subject-matter expertise is needed, and escalates appropriately. It supports quality, knowledge, training, and process-improvement work, including identifying recurring questions, knowledge gaps, and service issues and developing solutions. The successful candidate brings strong operational, communication, problem-solving, multitasking, and detail-oriented skills, proficiency with HR systems, and adaptability, discretion, confidentiality, teamwork, and a commitment to improving the Employee Care experience. The position is based in the United States and requires working onsite two to three days per week in a traditional office environment. Depending on local shift assignments, the employee must be able to work within Employee Care operating hours of Monday through Friday, 4 a.m.–7 p.m. ET (8 a.m.–11 p.m. GMT). The role involves a large amount of computer-based work. The listed base pay range is $62,300–$103,800; additional compensation such as an annual bonus or long-term incentive opportunities may be offered.

Requirements

Bachelor’s degree or related equivalent experience.
Three to four years of human resources experience.
Global mindset and cross-cultural communication skills.
Advanced case investigation and root-cause analysis skills.
Ability to interpret policies and recognize risk.
Coaching and facilitation skills.
Quality calibration and trend-analysis skills.
Knowledge management and content-governance skills.
Process-improvement and change-adoption skills.
Digital fluency, including case-management, knowledge, chat, virtual-agent, and AI-enabled tools.
Ability to lead through influence without direct supervisory authority.
Ability to manage competing regional priorities and stakeholder expectations.
Conflict-management skills and business acumen.
Broad HR service-delivery knowledge and proficiency across multiple regions, processes, systems, and channels.
Ability to independently resolve complex or ambiguous issues requiring analysis, policy interpretation, and coordination among multiple stakeholders.
Ability to exercise judgment beyond routine procedures while recognizing legal, regulatory, privacy, employee, and operational risks.
Ability to identify patterns and systemic issues and recommend improvements to knowledge, process, quality, training, or technology.
Ability to influence service consistency, capability building, and adoption of global and digital ways of working.
Proficiency navigating HR technology, including ServiceNow, ADP, and Workday.
Ability to work onsite two to three days per week.
Ability to work a shift within Employee Care operating hours, Monday through Friday, 4 a.m.–7 p.m. ET (8 a.m.–11 p.m. GMT), based on local shift assignment.

Responsibilities

Serve as a senior escalation resource for representatives across regions, providing real-time guidance, case consultation, and support for consistent decision-making without direct supervisory authority.
Coach representatives toward independently resolving inquiries rather than taking ownership of their cases.
Support onboarding, cross-training, ongoing learning, and readiness validation.
Monitor quality and operations metrics, and provide representatives with feedback and coaching.
Maintain working knowledge of U.S., Canadian, and international HR processes and use established policies, procedures, knowledge resources, and systems to respond to global inquiries.
Own escalations through resolution, including coordinating stakeholders, communicating with employees, documenting cases, following up, and escalating risk appropriately.
Act as case owner for elevated cases, including HR escalations and VIP cases.
Investigate and resolve complex, sensitive, ambiguous, or cross-regional HR inquiries involving multiple policies, processes, systems, or stakeholders.
Maintain accurate case documentation and coordinate with appropriate HR partners to support timely resolution.
Create and manage channel schedules; monitor queues, service channels, cases, escalations, and regional demand for coverage or workload risks.
Recommend workload adjustments and escalate coverage risks to HR Support Center leadership.
Support the virtual assistant chatbot, manage cases in ServiceNow, and contribute to continuous improvement initiatives.
Provide flexible cross-regional and cross-channel support during volume spikes, absences, and launches.
Lead or support quality calibrations across regional teams; audit calls, chats, and web cases; and provide constructive feedback and training.
Translate quality findings into coaching, training, knowledge, process, or technology improvements.
Analyze quality results, case trends, repeat contacts, transfers, and knowledge gaps to identify systemic opportunities and recommend corrective actions.
Partner with process owners and HR subject-matter experts to identify regional process variations, outdated or conflicting guidance, and knowledge gaps.
Serve as an advanced user and advocate for HR case management, knowledge, digital-assistance, and AI-enabled tools.
Participate in testing, pilots, launch readiness, and stabilization; identify workflow issues and recommend changes that reduce manual effort, avoidable contacts, and service inconsistency.
Model global processes, a digital-first mindset, and new ways of working; support representatives in applying changes to daily work.
Provide structured feedback to leaders and project teams regarding readiness, risks, and service impacts.
Troubleshoot and resolve employee and people-leader issues, explain available resources, and provide attentive, high-quality service.