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,…