| Position Description Responds to telephonic and/or electronic first-level HR Support center inquiries from McKesson, employees and managers, former employees and dependents and outside agencies. Provides either direct resolution or routes the inquiry to the appropriate Operations and/or Shared Service department to address accordingly. Reports to HR Support Center Manager. Contract Position - End Date April 31, 2021 Key Responsibilities: - General Queue: Answers general questions that come into the HRSC queue via phone or web portal. If case cannot be resolved by the HR Representative, the case may be escalated to a Sr. HR Representative or appropriate group, as necessary.
- System Navigation: Answers specific questions about HR Systems (McKNet, Kronos, Workday/EE Self Service Portal) that come into the HRSC queue via phone or web portal. If case cannot be resolved by the HR Representative, case may be escalated to a Sr. HR Representative or appropriate group, as necessary. May also include off queue activities such as research and escalation to other teams when applicable.
- Serve as first point of contact for HR questions, responding to all HR Support Center inquiries and providing transaction administration for employee life cycle events. This may include: first tier employee relations intake, arrivals, transitions, and departures.
- Provide user navigation support, as well as general routine inquiry support, for HR programs and policies. Apply understanding of McKesson policy and programs to answer general employee inquiries.
- Provide transaction support for employee life cycle events with end-to-end process orientation.
- When applicable, troubleshoot general employee issues received through the HR Support Center, using critical analysis and problem solving to resolve the issue before escalating or routing to another department.
- Provide high level customer service by ensuring employee questions are fully addressed, providing follow up to ensure that each case is fully resolved.
- Use judgment to escalate HR Support inquiries to General HR Support Team Lead when ambiguous or requires more expertise to address or route appropriately.
- Limited administration of off-phone transactions.
- Determine appropriate department, resource or team lead to route inquiries that cannot be resolved by the HR Support Center alone.
Minimum Requirements - High School Diploma or equivalent
- Associates degree required in human resources, business administration, organizational development, OR related equivalent experience (2 years of human resources or customer service/call center experience)
Critical Skills - Delivering Results with Integrity
- Sharing Information
- Building Relationships of Trust
- Engaging Customers
- Customer Orientation
- Drives Execution
- Application of McKesson Systems, Policies and Processes
- Application of HR Administrative Functions, Laws and Regulations
- Knowledge of HR Technical Systems
- Quality and Detail Orientation
- Conflict Management
Additional Knowledge and Skills - Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.
- Applies company policies and procedures to resolve a variety of issues.
- Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors.
- Exercises judgment within defined procedures and practices to determine appropriate action.
- Builds knowledge of the organization, processes and customers.
- Receives a moderate level of guidance and direction
CAREER LEVEL: B3 McKesson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted. Current employees must apply through the internal career site. Join us at McKesson! |
