Interview Questions: Supervisor, Jacqueline Douglas at 7 pm on 11/19/13 (1) What is your role in the community?

Why did you join? My role is customer support supervisor, I supervise a team of 13 individuals who perform the duties of inside phone sales and retention for the company. I coach the team in meeting or exceeding their goal and ensure that they successfully retain customers .I joined because the company has room for advancement (2) Explain/describe the community and set-up. The main goal is to keep the attrition percentage of the company at 6% or below monthly, In addition to exceeding the departments sales goal set forth by the CEO. The customer support department receives over 200 incoming calls daily from new and existing customers. The new customers are calling in, most times, to request a quote for activation of service in a home that an existing security system. The existing customers call for numerous reasons such as requesting to cancel an account, requests for hardship assistance, for assistance with a transfer of service. The customer support employees have a sales quota of 18 minimum deals monthly. (3) What do you like about the community? What do you dislike about the community? I like that the owner of CPI treats his employees, not as a number, but as actual individuals. He is very involved with his employees and theres always opportunity for advancement. I dont dislike anything (4) What are the specifications to join the community? A high school diploma and call center/sales experience is required (5) Is there a usual time of meeting? If so, what are you trying to achieve with the meetings (purpose for meeting)? What is discussed within meetings? Meetings are sporadic and occur as needed; The purpose is to encourage the team to remain positive daily and strive to exceed their goals. The discussions include action plans needed in order to achieve those goals (6) Is there a particular style of dress required for this community? If so, what is the consequence for not dressing in the appropriate style? Uniform shirt is required along with professional slacks or skirt. The employee will be sent home to change their clothes

(7) How does one change their role, if possible (promotion or department change)? How does one withdraw from the community? In order to change their role they would have to apply for another internal position on the company website, Promotion Is based on performance and availability of other position. They can either put in a two week notice or just not show up (8) What are the consequences when a group member does not fulfill their duties? They will follow the write up process which is : first: verbal warning , then written warning, then final warning which is also in writing which can result in termination if the employee does not meet performance expectations within a 6 month period (9) Can you describe the ideal member (age, ethnicity, personal characteristics)? the ideal employee would be over the age of 18, ethnicity is not a factor and personal characteristics include: professional demeanor, friendly, persuasive, persistent, thick-skinned when dealing with irate customer, intrinsically motivated (10) Are there any activities that all group members participate in? How is the group rewarded for fulfilling their duties? if dept goal is met, then the team is rewarded with a free dinner at the restaurant of their choice & if an employee has outstanding performance for a year they can be chosen to go on an all-expense paid trip. The group is rewarded by the company with basketball, football, baseball, hockey and concert tickets, they also are rewarded with a monetary bonus if the team meets the department goal