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

McKesson•Irving, TX

3d•Hybrid

About The Position

The HR Support Center Team Lead, Sr. Associate supports day-to-day global HR Support Center operations and serves as a lead and escalation point for on-shift Senior Representatives, without direct reports. The role helps representatives provide timely, accurate, and empathetic support to employees and people leaders, and maintains working knowledge of U.S., Canadian, and international HR processes, policies, systems, and knowledge resources. The position independently investigates and resolves complex, sensitive, ambiguous, or cross-regional HR inquiries; owns elevated cases through resolution; and coordinates with employees, people leaders, HR partners, process owners, and subject-matter experts. It uses judgment to identify issues requiring interpretation, risk assessment, exception handling, or additional expertise and escalates them appropriately. The role also supports representative coaching and onboarding, quality monitoring and calibrations, service-channel operations, knowledge and process improvement, and digital enablement. It participates in testing, pilots, launch readiness, and stabilization for HR technology and process changes, and helps representatives adopt global processes and digital ways of working. The position is based in a traditional office environment, with an expectation of working onsite two to three days per week. Shift assignments fall within Employee Care operating hours, Monday through Friday, 4 a.m.–7 p.m. ET (8 a.m.–11 p.m. GMT).

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 knowledge.
Process-improvement and change-adoption skills.
Digital fluency with 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 through analysis, policy interpretation, and coordination across 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.
HR technology navigation skills, including tools such as ServiceNow, ADP, and Workday.
Ability to work onsite two to three days per week.
Ability to work an assigned shift during Employee Care operating hours, Monday through Friday, 4 a.m.–7 p.m. ET (8 a.m.–11 p.m. GMT).
Ability to perform computer-based work for a large percentage of working time.

Responsibilities

Provide real-time guidance and case consultation to representatives across regions, reinforce global standards, and promote consistent decision-making without direct supervisory authority.
Coach representatives toward independent resolution; support onboarding, cross-training, ongoing learning, and readiness validation.
Conduct quality monitoring, review operational metrics, and provide representatives with feedback and coaching.
Maintain working knowledge of U.S., Canadian, and international HR processes and respond to global employee and leader inquiries using established policies, procedures, knowledge resources, and HR systems.
Own escalations through resolution, including stakeholder coordination, employee communication, documentation, follow-up, and appropriate risk escalation; serve as case owner for elevated HR and VIP cases.
Investigate and resolve complex, sensitive, ambiguous, or cross-regional inquiries requiring interpretation of multiple policies, processes, systems, or stakeholder inputs.
Maintain accurate case documentation, communicate with employees and people leaders, and coordinate with HR partners to support timely resolution.
Create and manage channel schedules; monitor queues, service channels, cases, escalations, and regional demand to identify coverage and workload risks.
Recommend workload adjustments and escalate coverage risks to HR Support Center leadership.
Support the virtual assistant chatbot, manage cases within 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 additional training as needed.
Analyze quality results, case trends, repeat contacts, transfers, and knowledge gaps; recommend corrective actions and improvements to coaching, training, knowledge, processes, or technology.
Partner with process owners and HR subject-matter experts to identify regional variations, outdated or conflicting guidance, and knowledge gaps affecting global service delivery.
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 activities.
Identify technology workflow issues and recommend changes that reduce manual effort, avoidable contacts, transfers, and process variation and improve service consistency.
Model adoption of global processes, a digital-first mindset, and new ways of working; help representatives translate changes into daily practice.
Provide structured feedback to leaders and project teams about readiness, risks, and service impacts.
Troubleshoot and resolve issues, educate employees and people leaders about available resources, and provide attentive, high-quality customer service.