Here are the questions:
1 You just started managing a team of 10 call center agents. It’s only been two weeks, but your manager comes to you and tells you that you need to release the bottom 25% of agents as soon as possible. What do you do?
2 You just started managing a team that is primarily responsible for doing root cause analyses on billing errors. Within a week you are overwhelmed with these issues:
This team is a lot more technical that you expected, and you frankly can’t understand the technical jargon in any of the root cause analyses they are doing.
You’ve been told that the one simple metric for this team is “# of billing exceptions resolved”, but you don’t think that is an accurate representation of their work because their whole goal is to massively reduce the number of billing exceptions occurring in the first place.
The instructions you were given for how to download a report of this team’s metric by running a query on a certain server don’t seem to be working, so you are completely blind.
You don’t feel like the team respects your authority because they can tell that you aren’t technical.
Given these issues, how do you ensure that you effectively lead this team to success?
3 You’re running a team of 15 Manual QA Testers that have to regularly complete manual testing on 30 different products. Each product has a different number of tests that must be completed by a certain time in the quarter. There are 6 different Product SEMs (Software Engineering Managers) who give you their manual testing orders and deadlines at the beginning of each quarter. It’s two weeks into the quarter and two of the Product SEMs have not provided their orders. Two of the SEMs that have provided their orders did not provide enough specificity for your team to do their job. To make matters more confusing, you’ve realized that half of your manual testers are only familiar with one product. In order to meet your deadlines, you’ll need to train each of them on at least three products, and the timing of that training needs to be right to be able to meet all the different deadlines for the different orders. Given this situation, please design the following:
A system by which you can ensure that you get high quality orders from SEMs in a timely manner.
A spreadsheet (or other document) where you can plan the training and placement of each of your team members across the thirty different products so that they hit their goals for the quarter.
A mechanism/format for reporting the progress of each product’s orders on a weekly basis
Feel free to make any reasonable assumptions necessary when designing your answer.