General Assignment
Imagine it is 7th March 2019 today. Please analyze the following scenario with this in
perspective.
Your Role
You are assistant to the company’s HR Manager. You help the HR in responding to emails and
related data collection work.
Operations
The HR department assists a 10 member team involved in providing email-based customer
service. According to the SLA, every ticket that the customer service team receives must be
responded to within 24 hours. The team receives about 400 customer service tickets every day.
The team is comprised of the following members:
A.M. is the team lead. She has been associated with the organization for the past 4 years. AM
has risen through the ranks, starting out as a customer service representative. AM is
responsible for ensuring adequate response times, adequate quality, monitoring support KPIs,
and communication with the process key stakeholders. AM works from 9 am-7 pm, M-Sat.
P.M. is the associate team lead. He has recently joined the organization and assists AM with
leadership operations. In addition to this, PM is responsible for quality analysis every day. PM
works from 9 am-6 pm, M-Sat.
Rep Name Avg Tickets Avg Quality Score Bradford Factor (last
Handled/day 52 weeks)
GJ 58 98% 50
VS 41 92% 800
SA 38 75% 1000
SC 49 80% 40
IH 35 97% 64
OL 25 67% 300
WE 75 96% 90
PI 80 69% 1200
Recruitment Process
Step 1: Application received from recruitment portal or via email
Step 2: Introductory screening via email
Step 3: Filtered candidates are given a basic customer service assignment to complete at their
home
Step 4: Candidates who perform well on the assignment are called for an interview
Step 5: The candidates go through an aptitude test, a mathematical quotient test and a level 1
interview
Step 6: The selected candidates are offered a place on the team
Starting Salary: Rs. 2,40,000 ctc
Salary is paid within the first 5 business days of the 1st of every month.
Requirements
- Candidate must be fluent in English
- Candidate must be residing in or willing to relocate to Chandigarh
- Candidate must be willing to work night shifts
If you scroll below, you will also be able to find the emails that you need to draft
responses to on pages 3-6 of this document.
Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.
Email 1
From SC
Dear Sir,
What is going on with the salary? I was expecting to receive it by now, and there are no signs of
it. I am in urgent need of it.
Regards,
SC
Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.
Email 2
From PI
Hi,
I recently heard that GJ has been awarded the employee of the quarter and has also been
offered a substantial raise. If I may, I would like to say something. GJ does not even meet his
target everyday and I do far more tickets than GJ. It is just that GJ is special friends with PM and
that is why they might’ve received a recommendation. Can you please explain why I was not
considered? Especially since I work harder and do a lot more tickets.
Unfortunately, I feel the team leadership is biased against me and they keep pointing mistakes
in my work, when I work the hardest.
-PI
Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned on this email.
Email 3
From GJ
Hi Sir,
I just wanted to reach out to you and thank you for the employee of the quarter award. Is there
any feedback that you have for me? I love working here and I want to do as much as I can to
improve.