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:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

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: