• Provides timely, effective, and customer-focused HR issue resolution • Supports by responding to associates and management in a manner which demonstrates that associates are individuals, not transactions • Ensures strict confidentiality of all work and information • Maintains performance against established KPI's (Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls, etc.) • Engages others as needed to resolve or escalate issues • Assists with development of knowledge articles for HR database • Provides follow up and status updates until resolution • Directs associates to additional resources, including documented information, reference materials and self-service tools • Anticipates users’ needs and removes barriers that hinder providing excellent service