Team Leader:
Preparation for TL/Supervisor interview
Basic Questions for TL interview
- KRAs of current role.
- KRAs of job applied.
- Stack Parameter of SME, Trainer, QA, TL
- Stack Parameter of Admins,
- Attrition
- Scheduling
- Occupancy
- Buffer Head count
- Leave management
- Plan leave
- Unplanned Leave
- Shrinkage
- People Management
- BQ Management
A Team Leader, Operations is responsible for the day-to-day supervision of a group of people associated with him. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. Or we can say A team leader is an individual who directs, instructs, and guides a group of people who are working together as a team. According to this definition, a team leader needs to be able to communicate effectively, monitor the work of others, and solve any problems that might arise during a project
Supervisor:
A supervisor is an individual immediately in line after management who is responsible for monitoring and regulating a company’s staff in their performance of delegated duties. In Particular, they oversee the daily performance of a small group, team or department.
Both are almost same as they bear same responsibility to carry out.
Organizationally TL/Supervisor are responsible for developing team plans, providing updates, scheduling rosters, managing leaves and solving any issues that arrive. TLs/Supervisors are responsible for organizing multiple kinds of tasks that may vary from time to time.
In short, the role is versatile and tasks vary where you will be managing a team entirely and will be responsible for communication from both ends, upper management and admins working under your supervision.
We can define key responsibilities of Supervisor or TL as follow:
• Responsible for the day-to-day supervision of a group of associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the values of the organization you are working through both behavior and attitude, including being an advocate for team members.
- What are the role and responsibilities of a team leader?
The role and responsibilities of a team leader can vary depending on the organization and the team they are leading, but in general, they are responsible for managing and supporting a team of employees to achieve specific goals and objectives. Some common roles and responsibilities of a team leader include:
Setting Goals: A team leader is responsible for setting clear and measurable goals for their team that align with the overall objectives of the organization.
Planning and Scheduling: A team leader must plan and schedule the work of their team to ensure that goals and objectives are met within the allocated timeframes.
Managing the Team: A team leader is responsible for managing the team’s performance, providing guidance, coaching, and feedback to team members.
Training and Development: A team leader is responsible for identifying skill gaps and training needs within the team and developing training programs to address them.
Communication: A team leader must maintain effective communication with team members, ensuring that they are informed about organizational goals and any changes in policies or procedures.
Motivation: A team leader is responsible for motivating their team, promoting a positive work culture, and fostering a sense of teamwork and collaboration.
Problem-Solving: A team leader must be able to identify and resolve problems within the team, using their judgment and experience to make decisions that benefit the team and the organization.
Reporting: A team leader is responsible for providing regular reports to upper management on the team’s progress, including achievements, challenges, and areas for improvement.
Overall, the role of a team leader is to support and guide their team to achieve organizational goals while ensuring that team members feel valued, motivated, and supported in their work.
- What is attrition?
Attrition refers to the gradual reduction or loss of employees or customers over time. In the context of employment, attrition is commonly used to describe the process of employees leaving a company, either voluntarily or involuntarily, and not being replaced. This can occur due to a variety of reasons such as retirement, resignation, termination, or death or movement.
The formula for calculating attrition rate in a company is:
Attrition rate = (Number of employees who left during a specific period ÷ Average number of employees during that period) x 100
For example, if a company had 500 employees at the beginning of the year, and 50 employees left during the year, the attrition rate would be:
Attrition rate = (50 ÷ ((500+0) ÷ 2)) x 100
Attrition rate = (50 ÷ 250) x 100
Attrition rate = 20%
This means that 20% of the employees left the company during the year. The period over which the attrition rate is calculated can vary depending on the needs of the company, but it is typically calculated on an annual basis.
- What is the shrinkage?
Shrinkage:
Shrinkage definition:
- An allowance made for reduction in the takings of a business due to wastage or theft.
Shrinkage is a workforce management metric that refers to time in which agents are being paid but are not available to handle interactions. There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and there is unplanned shrinkage, like an agent calling out sick or on vacation.
17.1 Plan Shrinkage? Unplanned Shrinkage?
17. 2 Type of unplanned shrinkage like, access issue, meeting, system issue.
- How do you lead through change?
As a leader, you have to be the first one to embrace change because if you don’t like those around you will quickly see that. After that, I ensure that I can communicate the change with the conviction that it’s the right path to adopt.I prepare by ensuring that I can answer any questions that may be asked, or have the resources to find the answers. I listen to others’ concerns about the change and help them through the transition.
- How do you measure success for you as a leader?
By the goals that the team achieves. When someone on the team is successful, then it reflects on my leadership.
- What motivates you to be a leader?
I am motivated by my team’s growth and achievement of their professional and personal goals.
- What is a leader’s best asset?
Their ability to motivate and inspire a team of professionals who can work together to achieve the goals of the organization.
- What do you do when you are unsure about how to achieve the goals of the team?
You have to be open to feedback and be willing to ask for help when you are not clear on how to achieve a goal. I would ask my leader first for their feedback on how they believe I should go about achieving the goals. I would also use all the resources available to me to find the best course of action.
- Are you more comfortable with verbal or written communication?
I am comfortable with both types of communication. However, I feel that verbal communication is more effective. That’s because when you speak to someone directly, you will be able to see their body language toward the discussion. You are also able to address questions/concerns faster than in written communication.
- How would you deliver bad news to your team?
I would bring them together and state the news. I would explain as much as possible as to why it occurred and what steps we will need to take in the future. I would also open it up to the team to speak about their concerns, answer questions, and share their viewpoints to know how we can avoid a similar situation.
- What are the most difficult decisions to make?
It’s difficult to take the decision to let an employee go. However, if they are not performing the way that they should be, it is the right decision. It is never easy to make a decision that will impact a person’s life.
- What kind of criticism do you most get?
I have not received criticism in the same area over and over. I’m always open to personal and professional growth and welcome any opportunity to improve. When I receive criticism, I work on improving that aspect and furthering my growth.
- How do you go about resolving conflict?
I take a mediated approach to conflict. I believe it’s important to listen to both sides and understand where each is coming from. There is usually some common ground between conflict, and I start there and build.
Other Questions?
- What is companies Insurance Policy?
- What is company’s gratuity policy?
- What is transportation policy?
- What is FFBLD?
- What do you know about SLA?
- What is BPO, KPO, Parent Company?
- Where your company stand in the market?
- What is company’s value?
- What is your company’s culture?
- What do you know about the company you are joining?
- Tell us about you previous organization?
- Tell us your weaknesses?
- What is the culture of promotion in your organization?
- Last is will be scenario based question, need to be answered logically with strong reason that may vary with every single question.