Alorica/Ryla Teleservices Work Values

Daily Duties at Alorica/Ryla Teleservices:

Workforce Management Scheduling Analyst Use Avaya and Aspect Spectrum to provision agents (set up users’ login information in Agent data and assigning skills and routing groups) for use in IEX. Use forecast data from client to create optimal schedules by taking into consideration our shrinkage percentage. Distributed headcount and attrition reports to Operations and internal management. When scheduling offline activities, use the O/U from Multi-Contact Intraday or intra-day to control planned shrinkage as well as to help achieve attainment. Use Time Utilization for verification of head count, overtime reports, shrinkage reports, scheduled hours reports, and to calculate amount of PTO agents are using. Simulate and reforecast data to meet business needs. Workforce Management Intraday Analyst Use of Enterprise Administrator (EA), Enterprise Monitor(EM), Avaya Call Management System(CMS), and Seratel to verify agents’ Automatic Call Distributor (ACD) status. Monitored schedule adherence by entering agents’ exception, if approved at that time. Created SOP’s for PTO process, Reports needed/created, SIP phone Usage. Worked successful with Operations and Executive Management on strategies to meet daily goals, as well as hourly goals. Trending for same day activities. Used Human Resources Management (HRB) and Business Objects (BO) to insure accuracy of switch reporting versus IEX. IT Command Center Analyst (Help desk Tier 2) From command center and NOC, were analyst responsible for triaging IT requests via Track-It tickets, phone calls, emails from end-users such as Ryla (Saraland and Kennesaw Executives, Managers, Agents) to Clients (AT&T, DOS VISA, AON, Verizon, GCRC, CEB, Land America, Earth link, etc). Also worked in capacity to monitor and trouble shoot network and voice issues. Was main contact for Upgrades or Moves. Uses Active Directory to validate agent login credentials. Command Center Analyst (Help desk Tier 1) From command center, have responsibility of monitoring several projects/campaign for schedule adherence, client compliance (AUX codes), issuing security badges, etc. Also use IEX for Real Time Adherence. Created SOP’s for command center processes.

What they like about Alorica/Ryla Teleservices:

A hiring company that offers alternative approaches to pay, performance bonuses, and/or equity in the firm is very attractive to you. You're generally less interested in working for an organization offering only traditional, salary-based compensation, one with limited opportunity to acquire equity in the firm, or one that does not actively promote skill development. In addition, you are more likely to choose a company that offers a variety of internal career options, with defined career paths. You view the learning of new skills and development of your expertise as key to your career advancement. These aspects of an organization may become even more important to you as you progress in your field, and are especially critical if you change career or occupation.

Tags

Aspect, Telecom, Support Analyst, Help Desk Analyst, Evolve, Power BI, C#, Visual Basic, MS Access, SQL, Crystal Reports, IEX, WFM

Skills

MS Access, SQL Server, Telecom Analyst, Developer, Technical Support, Networking, Crystal Reports, eWFM, UIP, AQM, RTA, Enterprise Monitor (EM), Enterprise Application (EA), SIP , Avaya SA, Noble, IEX, TCS, Power BI, Interactive SQL, Evolve IP , Technical Summary: HARDWARE Experience System boards, CPUs, Memory, hard Drives, CD, CD-R, DVD, PC Cards, Video and Sound Cards, Modems, Net Cards, Hubs, Zip and Jaz Drives 7 Years Printers: HP, Brother, Lexmark 7 Years Laptops: IBM, Sony, Dell, Toshiba

These are some of the questions we asked our climbers about their experiences with Alorica/Ryla Teleservices: