Senior Consultant

Call Center Lead

The Call Center Lead serves as an advanced Tier 1 support resource for employees, managers, HR partners, and internal support agents using Oracle HCM Cloud and Workforce Software applications. This role is not responsible for directly managing call center agents; however, the Lead acts as a guide, mentor, and escalation resource for the broader Tier 1 support team.

The Lead is expected to have a deeper understanding of Oracle HCM Cloud Payroll, Core HR, Recruiting, and Workforce Software Time, Scheduling, and Attendance modules. In addition, the Lead should understand the client business processes, support procedures, common issue patterns, ticket handling expectations, and escalation requirements.

This role supports consistent service delivery by helping ensure agents are following approved procedures, using available knowledge articles, documenting tickets appropriately, and escalating issues through the correct channels. The Lead provides ad hoc training, coaching, and real-time guidance when agents need assistance resolving customer inquiries or understanding business/system processes.

The successful candidate will combine strong customer service skills with advanced system knowledge, sound judgment, and the ability to support team readiness. This individual will help create a positive and consistent customer experience by ensuring agents have the information, tools, and procedural understanding needed to be successful.

Responsibilities

• Serve as an advanced Tier 1 support resource for Oracle HCM Cloud and Workforce Software inquiries.
• Provide guidance to call center agents on system functionality, client business processes, support procedures, and case handling expectations.
• Support Tier 1 inquiries related to Oracle HCM Cloud Core HR, Oracle Payroll, Oracle Recruiting, Workforce Software Time, Workforce Software Scheduling, and Workforce Software Attendance.
• Assist agents with troubleshooting common and moderately complex issues before escalation to Tier 2 or specialized support teams.
• Help ensure the team follows established SOPs, scripts, knowledge articles, escalation paths, and ticket documentation standards.
• Review ticket details as needed to confirm appropriate categorization, priority, documentation, and routing.
• Identify when cases require escalation and help agents gather the correct details before transferring to the next support tier.
• Provide ad hoc coaching and informal training to agents when knowledge gaps or process inconsistencies are identified.
• Help ensure agents have current information needed to support employees, managers, HR partners, and other customers effectively.
• Communicate updates to the team regarding known issues, process changes, system defects, workarounds, high-volume activities, or client-specific requirements.
• Support readiness for payroll cycles, recruiting events, open enrollment, system releases, testing periods, and other high-volume support activities.
• Monitor recurring questions or issue trends and share observations with leadership or Tier 2 support.
• Assist with maintaining or improving knowledge articles, job aids, call scripts, quick reference guides, and support documentation.
• Provide professional phone and email-based customer support when needed.
• Model strong customer service behaviors, including professionalism, empathy, responsiveness, and clear communication.
• Partner with leadership, Tier 2 support, and functional SMEs to help resolve issues and improve the overall support process.
• Support process adherence and quality improvement without direct responsibility for agent performance management, scheduling, or formal disciplinary action.

Essential Skills

• Advanced understanding of Oracle HCM Cloud and/or Workforce Software support processes.
• Strong working knowledge of Oracle HCM Cloud Payroll, Core HR, and Recruiting.
• Strong working knowledge of Workforce Software Time, Scheduling, and Attendance.
• Ability to understand and explain client-specific HR, payroll, recruiting, timekeeping, scheduling, and attendance processes.
• Strong customer service experience in a call center, HR shared services, application support, or managed services environment.
• Ability to guide other agents through troubleshooting steps and support procedures.
• Strong understanding of support ticket lifecycle, including intake, categorization, prioritization, documentation, escalation, and closure.
• Ability to identify when an issue can be resolved at Tier 1 versus when it requires Tier 2, technical, configuration, or leadership escalation.
• Excellent verbal communication skills for phone-based support and team guidance.
• Excellent written communication skills for email responses, ticket notes, process updates, and team communications.
• Ability to translate system or process concepts into clear instructions for agents and end users.
• Strong attention to detail and ability to promote consistent documentation standards.
• Ability to reinforce standard operating procedures and identify when process adherence is not occurring.
• Ability to provide ad hoc training, knowledge sharing, and peer coaching.
• Strong problem-solving skills and ability to remain calm during periods of high call or ticket volume.
• Proficiency with Microsoft Outlook, Teams, Excel, Word, and ticketing/case management systems.

Preferred Skills

• Experience supporting Oracle HCM Cloud in a production support or shared services environment.
• Experience supporting Oracle Payroll, Core HR, Recruiting, or employee self-service transactions.
• Experience supporting Workforce Software Time, Scheduling, and Attendance modules.
• Familiarity with ServiceNow or similar ticket/case management platforms.
• Familiarity with ITIL service management concepts.
• Experience creating or maintaining knowledge articles, SOPs, call scripts, job aids, or training materials.
• Experience assisting with support readiness during payroll cycles, open enrollment, recruiting events, releases, or system stabilization periods.
• Ability to analyze recurring support issues and recommend process, documentation, or training improvements.
• Prior experience as a senior agent, floor support resource, team guide, SME, trainer, or peer mentor.

Personal

• Strong customer focus and commitment to service excellence.
• Professional, approachable, and supportive communication style.
• Ability to guide others without relying on formal authority.
• Strong listening skills and willingness to help agents work through unfamiliar issues.
• Demonstrates patience, sound judgment, and confidence in support situations.
• Maintains composure during escalated customer interactions or high-volume periods.
• Dependable, organized, and accountable for assigned work.
• Strong collaboration skills across agents, leads, managers, Tier 2 support, and client contacts.
• Ability to adapt quickly to changes in systems, procedures, business rules, or client priorities.
• Demonstrates confidentiality, integrity, and professionalism when handling employee and payroll-related information.
• Positive attitude and willingness to support the collective success of the team.

Other Relevant Information

• This role is a lead support role and does not include direct people management responsibility.
• The Lead is expected to serve as a subject matter guide and process resource for Tier 1 agents.
• The Lead may assist with onboarding new agents by explaining procedures, tools, common issues, and client-specific business processes.
• The Lead may support phone, email, and ticket-based inquiries as needed.
• The role may require participation in peak support periods such as payroll processing, open enrollment, system releases, recruiting events, or major issue response.
• The Lead should be comfortable working with leadership and Tier 2 teams to communicate issue trends, training needs, and process improvement opportunities.