Alorica Attendance Quiz

1.

1 point

Currently the business is requiring mandatory overtime from all of its agents. All agents are expected to work 50 hours per week. Agent Sterling is on an active intermittent FMLA. During the week of April 20th Agent Sterling only worked 30 hours and used his intermittent FMLA for the remainder of the week. Please select all that are true?

Agent Sterling is abusing his intermittent FMLA to avoid overtime and should be disciplined.

Deduct 20 hours from Agent Sterling's FMLA bank.

Deduct time missed from his regular schedule which would be 10 hours in this case.

Take away Agent Sterling's incentives for not working overtime

2.

1 point

Agent Lana has called out sick using the attendance line 8 days in a row. She is not returning your calls. You want to escalate this to your SOM, HR, and SD. What must you include in your email request.

A copy of the email you sent to Agent Lana.

A summary of the agents stats when they are here.

A list of dates that you attempted to call Agent Lana.

A list of dates that Agent Lana called off.

3.

1 point

How many occurrence points may result in termination?

4

9

8

6

4.

1 point

What happens when an agent receives 4 occurrence points?

Sent to the HR Office

Final Written Warning

Written Warning

Verbal Warning

5.

1 point

As a TM your main objective in regards to the Attendance Policy is?

If it is a good agent try not to give them attendance points. They may get upset if we issue discipline.

Use the Attendance Policy as tool. Your main objective is to work proactively with the agent to try to avoid them getting eight points.

Don't do anything until the end of the month.

When agents start missing day to get them to eight points as soon as possible. At eight points term the agent so their absences have little impact on your stats.

6.

1 point

An Agent that has missed two consecutive days turns a doctor's note into you, the TM, excusing the two missed days. What do you do?

Tell the agent that they must give the doctor's note to HR. It is illegal for you to read it.

Review the note, return the note to the agent, and explain to the agent that in accordance to the attendance policy two days cannot be combined.

Reprimand the agent for not turning the note into HR.

Combine the two occurence points to one point.

7.

1 point

A personal LOA approved by the Operations Manager is job protected.

True

False

8.

0 points

In the last 60 days how many times have you met with your OM (OM's met with SOM) ONE ON ONE to review the new attendance policy?

0

1

2

3+

9.

1 point

What is the minimum number of days an agent must miss to combine occurrence points?

3

At the discretion of OM

No minimum

1

10.

1 point

Agents who qualify for FMLA are allowed up to how many hours of job protected leave in a rolling calendar year.

600

480

256

Unlimited

11.

1 point

Before an agent can be considered for FMLA they must submit _______.

Blood test results

Their complete medical history

A FMLA Packet completed by their health care provider

A note from their mom

12.

1 point

An agent who has a good attendance record calls in sick. The Team Manager calls the agent and tells them;

You will receive a written warning upon your return.

You hope they get better and to call if they need anything.

Please come into work even if it is only for a few hours to improve the team's stats.

How disappointed you are that they are missing work.

13.

1 point

What are the requirements for a manager approved Personal LOA? Select all that apply.

We must like the agent.

LOA is for maximum of 4 weeks.

Must be employed for at least 90 days.

Agent must have no final written warnings

14.

1 point

A manager approved LOA must be for a minimum of how many weeks?

1

2

4

6

15.

1 point

FMLA is available to qualified employees to care for all of the following:

Child

Family Pet

Sibling

Spouse

16.

1 point

TM's are allowed to accept doctors' notes for excusing absences?

True

False

17.

1 point

Select all of the following answers that are true about FMLA.

Must be employed with the Company for more than one year.

Operations Manager is able to approve a FMLA leave request.

Employee must have worked 1,250 hours in the last year.

Is available to an employee to care for a spouse or child.

18.

1 point

A DCO issues a written warning for attendance to an agent that has worked here for over ten years. During this ten years the agent has never received a written warning for attendance. During the meeting all the following should be done;

Review the attendance policy with the agent.

Review the dates missed/late with the agent.

Tell the agent you are concerned they are going to ruin their good reputation.

Ask the agent if there is any reason why they started missing work.

19.

1 point

On Monday an agent reaches 4 occurence points. The agent shows up for work Tuesday through Friday. When should the discipline be given to the agent?

The TM can wait and see if the agent will miss more days and just issue a written warning.

Within 72 hours of reaching 4 points or upon the agent returning which ever is later.

No timeline it depends on stats and our call handling %

In the next 14 days. After 14 days they get deleted out EIS.

20.

1 point

I should communicate with my agents everyday about how many occurence points they have accumulated.

True

False

21.

1 point

What are the goals of the attendance policy?

Employee friendly

Reduce overall absenteeism

Easy to understand

Encourage employees to come in sick so they don't get in trouble