Team Lead Interview Process

Scheduling the Interview

 

Once the interview has been scheduled, management will check to see what team lead is on shift that day and check to see who will be able to participate in the interview process. Interviewers will be selected based on shift and on the queue that’s being hired for. We never want less than 2 and no more than 3 interviewers in the room.

Once you are selected, or have volunteered to be in the interview, you will need to collect the appropriate material.

Collecting Your Material

 

Before the interview, you will need to have a print out of the following:

• Agent Interview Guide v09012021
• The candidate’s resume

Preparing For the Interview

 

1. Make sure you find out who will be leading the interview. That person will need to be familiar with the Agent Interview Guide
   .
2. Know what queue you are interviewing this applicant for and what that queue is looking for.
   (Customer Service, Call Center experience, Technical troubleshooting, banking, automotive, etc)
   .
3. Read over the resume and take notes on the Interview Grading Form. This will give you clues on what questions you can ask to clarify anything on the resume.
   .
4. Once the candidate has arrived, make sure all interviewers are present and are ready to begin the process.

While one of you retrieves the applicant from the waiting room, it is a good idea to be standing and to greet the applicant before everyone sits down together.

Conducting the Interview

(Please keep in mind that we don’t want the interview to last any longer than 20-30 minutes)

The Interview Lead will be the one who starts the initial communication based on the steps listed in the Agent Interview Guide.

Make sure you pay careful attention to the answers given during this initial dialogue. The type of answers the applicant provides will help you fill in some of the information on the interview form. It is also a good idea to pay attention to how the applicant answers the questions as this will help determine the applicant’s overall attitude, attention to detail, and ability to summarize explanations.

Your goal is to assess your candidate’s potential to be a strong cultural fit as well as have experience in the job at hand. Feel free to ask clarification questions to the applicant whenever there is a lull in the conversation.

When the interviewers start to run out of questions, the Interview Lead should prompt the applicant to see if s/he has any questions for us.

Once the interview is over, thank the applicant and explain that the company will make a decision soon, and as soon as we do, we will reach out to the staffing agency with that decision.

Interview Wrap-up

Take a few moments to finish up your notes. Feel free to discuss your feelings among yourselves to make sure you are all feeling the same way about the candidate.

Once you are done, you will log the interview on the ContactWorks Interview Form.