HR Service Center Team Lead

Service Delivery & Escalation Management

Serve as the Tier 2 escalation point for complex, sensitive, or high impact inquires. Provide advanced guidance and resolution support while ensuring alignment within HR policies, compliance standards, and service expectations.

Queue & Case Oversight

Oversee daily case volumes and workload distribution to ensure timely response and resolution within established SLAs. Monitor queue health, aging cases, and escalation trends.

Knowledge & Content Governance

• Ensure knowledge base accuracy and consistency.
• Review and approve updates to SOPs, scripts and knowledge articles, identify content gaps, and coordinate improvements with the Centers of Excellence.

Reporting & Analytics

• Prepare ad hoc and required reports, analyze trends, complete employment verification requests, and support audits (e.g., I-9, payroll, compliance reviews).

Cross Functional Partnership

• Collaborate with Centers of Excellence and other stakeholders to resolve escalated cases, clarify policies and support enterprise-wide initiatives.

Operational Excellence & SLA Management

• Drive adherence to SLAs and operational metrics, identify root causes of delays or service gaps, and implement corrective actions to improve efficiency and effectiveness.

Continuous Improvement & Change Support

• Identify process improvement opportunities, support system enhancements and testing efforts, and lead adoption of new tools or procedures within the Service Center.

Team Leadership & Engagement

• Support onboarding and training of new team members.
• Foster a collaborative, accountable, and service-oriented team environment.

Project & Administrative Support

• Participate in HR projects, audits, compliance activities, and other strategic initiatives as assigned by the HRIS manager.

Education And Experience Requirement

• Associate's degree in human resources, Business Administration, or related field preferred.
• Bachelor’s degree preferred.
• Minimum of 4-6 years of progressive experience in Human Resources or customer service including experience in service delivery, shared services, or HR Operations.
• Strong interpersonal, listening, verbal, and written communication skills, with the ability to interact effectively with employees and leaders at all levels of the organization.
• Demonstrated ability to adapt and maintain effectiveness in a fast-paced, rapidly changing environment while sustaining a positive, customer-focused attitude.

Required License/Certifications

No license/certification is required for this role

Luminis Health Benefits Overview

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance
• Benefits Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs and more
• Benefit offerings based on employment status
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