HR Operations Help Desk Specialist (Workday)

SDI International Corp.; Boca Raton (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

SDI International Corp. is hiring for an HR Operations/CSS role in Boca Raton, FL. The position handles day-to-day processing in Workday, supports a high-volume call center, and ensures adherence to SLAs and KPIs while providing timely, accurate responses to employee inquiries.

You will use a knowledgebase and HR tools to resolve issues, escalate complex cases, and maintain thorough case records. Strong communication, organizational, and customer service skills are essential to succeed in a

Qualifications

• A high school diploma or GED required.
• Bachelor's degree in HR, Business, or related field preferred.
• IHRIM and/or SHRM certification a plus.
• 1–2 years of HR, HR operations, or call center experience preferred.
• Knowledge of Workday or other HR systems desirable.
• Knowledge of case management systems and HR portal tech is helpful.
• Strong organizational and time management skills.
• Ability to work independently or in a team.
• Effective written and verbal communication.
• Strong customer service focus and problem-solving skills.
• Process improvement and cross-functional collaboration.
• Microsoft Office suite (Excel, Word, PowerPoint) preferred.

Responsibilities

• Handle day-to-day transactional processing in Workday and related systems.
• Manage high volume calls, chats, and texts in a call center environment.
• Adhere to HR operations, SLAs, and KPIs.
• Respond to employee and manager inquiries via phone, chat, or other methods using knowledgebase and desktop tools.
• Provide accurate solutions after listening to callers.
• Escalate complex issues to Tier 2 Specialists or HR Service Center Manager as needed.
• Document interactions in the Case Management System with complete notes.
• Maintain privacy and confidentiality of information and comply with laws and policies.
• Offer excellent, efficient, and courteous service to callers.
• Identify escalation trends and opportunities for process improvements.
• Assist in identifying areas to improve communications and efficiency.
• Build positive working relationships with colleagues and stakeholders.

Skills

Strong communication

Customer service

Teamwork

Time management

Organizational skills

Education

GED or high school diploma

Bachelor's degree preferred

IHRIM/SHRM certification a plus

Tools

Microsoft Office

Excel

Word

PowerPoint

Job description

SDI International Corp. is hiring for an HR Operations/CSS role in Boca Raton, FL. The position handles day-to-day processing in Workday, supports a high-volume call center, and ensures adherence to SLAs and KPIs while providing timely, accurate responses to employee inquiries.

You will use a knowledgebase and HR tools to resolve issues, escalate complex cases, and maintain thorough case records. Strong communication, organizational, and customer service skills are essential to succeed in a