Case Study was first and they wanted me to do a complete write up from an excel that had over 29 tickets. Essentially they wanted free labor for me write a document that answers the following questions:
● How would you grade the performance of the individual agents? Why? Provide grades for each agent and detail your grading rubric.
● What problems are you seeing that might be the root cause of any low-quality tickets?
● You have a limited amount of time in a week. If you were their manager, which two of the agents would you choose to prioritize your time with, and why?
● Write personalized feedback to those two agents.
● What would be your plan to improve the performance of those two agents?
● Feel free to include anything else that you might have noticed or want to dig
And then
* 30 min interview with one of our managers
* 30 min interview with the relevant department head
* 30 min interview with our COO Bo Lu
