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McKesson

HR Support Center Team Lead, Senior Associate

McKesson

. Provide day-to-day oversight of HR Support Center operations and Senior Representatives .

Posted 11/5/2026full-timeUnited StatesSenior💰 $62,300 - $103,800 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in HR Support Center operations, including advanced case investigation, policy interpretation, and risk recognition. Proficient in managing complex HR cases and leading cross-regional support while ensuring exceptional customer service and process improvement.

Highest-signal resume keywords
HR Support Center OperationsAdvanced Case InvestigationPolicy InterpretationDigital FluencyConflict Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Human Resources ExperienceRoot-Cause AnalysisQuality CalibrationProcess ImprovementChange AdoptionKnowledge ManagementContent GovernanceBusiness AcumenRisk RecognitionComplex Issue Resolution
Soft Skills
CoachingFacilitationCross-Cultural CommunicationLeadership Through InfluenceStakeholder Management
Tools & Technologies
ServiceNowADPWorkdayVirtual-Agent ToolsAI-Enabled Tools
Industry Keywords
HR Service DeliveryGlobal MindsetEmployee CareQuality MonitoringEscalation Management

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Provide day-to-day oversight of HR Support Center operations and Senior Representatives
  • Equip Senior Representatives to respond to employee and people leader questions promptly, accurately, and empathetically through training, quality monitoring, and feedback
  • Oversee daily operations, monitor channels, manage scheduling, provide feedback, and handle escalations
  • Serve as an expert in HR Support Center operations, systems, and knowledge
  • Act as a lead and escalation point for on-shift global Senior Representatives without direct reports
  • Maintain working knowledge of U.S., Canada, and international HR processes
  • Exercise judgment, assess risk, handle exceptions, and escalate issues to appropriate experts or process owners
  • Support training, testing, pilots, implementation activities, and HR process and technology improvements
  • Coach representatives toward independent resolution and support onboarding, cross-training, learning, and readiness validation
  • Conduct quality monitoring, audit calls, chats, and webcases, and provide feedback and training
  • Own complex, sensitive, ambiguous, cross-regional, HR, and VIP cases through resolution
  • Maintain case documentation and coordinate with HR partners and stakeholders
  • Create and manage channel schedules and monitor queues, service channels, escalations, and regional demand
  • Recommend workload adjustments and escalate coverage risks
  • Support the virtual assistant chatbot, ServiceNow case management, and continuous improvement initiatives
  • Provide cross-regional and cross-channel support during volume spikes, absences, and launches
  • Analyze quality results, case trends, repeat contacts, transfers, and knowledge gaps
  • Advocate for HR case management, knowledge, digital-assistance, and AI-enabled tools
  • Participate in testing, pilots, launch readiness, and stabilization activities
  • Recommend workflow, process, technology, and service-consistency improvements
  • Educate employees and people leaders on available resources and provide exceptional customer support

Requirements

What you’ll need
  • Bachelor’s degree or related equivalent experience
  • Minimum of three (3) to four (4) years of human resources experience
  • Global mindset and cross-cultural communication
  • Advanced case investigation and root-cause analysis
  • Policy interpretation and risk recognition
  • Coaching and facilitation
  • Quality calibration and trend analysis
  • Knowledge management and content governance
  • Process improvement and change adoption
  • Digital fluency, including case-management, knowledge, chat, virtual-agent, and AI-enabled tools
  • Leadership through influence
  • Ability to manage competing regional priorities and stakeholder expectations
  • Conflict management
  • 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 across multiple stakeholders
  • Ability to recognize legal, regulatory, privacy, employee, and operational risk
  • HR technology navigation, including ServiceNow, ADP, and Workday
  • Ability to work a shift during Employee Care hours of operations, Monday-Friday, 4am-7pm ET (8am-11pm GMT)

Benefits

Comp & perks
  • Competitive compensation package
  • Annual bonus or long-term incentive opportunities may be offered
  • Equal employment opportunities
  • Reasonable accommodation for applicants with disabilities