Department of Human Resources

Describe a time in your work when you had to supervise a team during peak volume and workload, e.g., onboard and train new employees while managing high call and transactional processing volume and had a higher that usual number of complex issues to resolve.

1. How did you prioritize your workload and your team’s workload?
2. How did you ensure that new team members had adequate support and understanding of their role?
3. How did you ensure that despite high volume, your team remained motivated with high quality output?
4. Did you have to put any work on the back burner and if so, how did you determine what work could wait?

Describe your experience in developing and managing training for a team.

1. How do you identify the points in a process that should remain consistent in training?
2. What is your approach to identifying the need for refresher training and for developing and delivering the training?
3. How do you ensure that staff understand the training?

Describe your experience in developing and managing quality of calls, processing and information on your team?

1. What relationship do you see between training and quality?
2. How do you coach members of the team whose quality is not consistent or acceptable?
3. How do you identify what should be measured in a call or a process to ensure high quality?