Tier 1 HR Advisor

SDI International; 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

Conducts day-to-day transactional processing in Workday and other related systems as required.

Handle high volume of incoming calls, chats and text in a call center environment.

Responsible for adhering to HR Operations, Service Level Agreements and Key Performance Indicators.

Evaluates and responds to employee and manager inquires via phone, chat, or other methods and provide accurate and timely responses through use of a knowledgebase, and desktop tools.

Listening to callers, digesting the information and conveying an accurate solution.

Provides guidance to callers about Workday, Kronos and other HR systems as required.

Demonstrates professionalism at all times when dealing with others by communicating effectively, being responsive, and collaborating with others.

Escalates complex issues to Tier 2 Service Center Specialists or HR Service Center Manager as required.

Creates and maintains detailed, complete and accurate records of all interactions in the Case Management System.

Maintains privacy and confidentiality of information, protects the assets of employees, and the company. Reports non-compliance and adheres to all applicable federal and local laws, regulations, and company policies and procedures.

Provides callers with excellent, efficient and courteous service.

Ensures case management notes are written professionally thorough and accurately detail the problem and the proposed resolution.

Identifies escalation trends to the HRSC Manager and opportunities for process improvement and/or new solutions.

Assists in identifying areas to improve communications and efficiency of operations and implementing changes.

Builds positive working relationship with colleagues, manager and stakeholders.

The ability to interact effectively with a diverse employee and manager population at all levels within the organization.

Job Specifications:

• A high school diploma or general education degree (GED) required.
• Bachelor’s degree, in Human Resources, Business or related field is preferred.
• IHRIM and/or SHRM certification a plus.
• 1 - 2 years’ experience in Human Resource, HR Operations, or Call Center environment preferred.
• Knowledge of Workday or other HR systems is desirable.
• Knowledge of case management systems and HR Portal technology is helpful.
• Strong organizational and time management skills.
• Ability to work in independent or team environment.
• Communicate effectively with all parties as required.
• Written communication is clear and succinct in a variety of communication settings and styles.
• Strong customer service skills clear communication, and client focus.
• Process improvement and comprehensive understanding of cross-functional processes.
• Microsoft Office suite, Excel, Word, and PowerPoint preferred.