Assignment for Customer Experience Team Lead

Q1. Scheduling task

How will you craft the team’s schedule?

Do explain your approach to scheduling and include any assumptions made.

Note:
i) Total working hours - 44 hour work week
ii) Manpower Strength - 1 Team Lead + 3 Customer Experience Executives
iii) Five day work week
iv) Staff should start and end half hour before and after operating hours.

Operating Hours

Weekdays 6.00 am - 9.00pm

Saturday 7:00 am - 4:00 pm

Sunday 8.00 am - 2.00 pm

Q2. Problem Solving

Core Collective is a co-working space for fitness and wellness professionals. We help
them grow by providing best-in-class support services and facilities and fostering
collaboration and professional development opportunities amongst the top
professionals.

Our core customers are fitness and wellness professionals who rent space to start or
grow their own businesses. Fitness professionals include Personal Trainers and Group
Class Instructors, while Wellness professionals include but are not limited to Allied
Health Professionals.

You can refer to the list of professionals renting space from us here.

These professionals will have to walk past the front desk before accessing our space.

One of the Personal Trainers who trains clients at your base location is perpetually
disregarding the Code of Conduct by not booking in his client sessions into our CMS
system. For example, if he has 10 client sessions for a day, he will only book in 8 client
sessions and hope to get away without booking in 2 client sessions.

This behavior impacts Core Collective’s revenue as we would have earned less than
we actually should have earned.

1) As a Team Lead, what measures would you take to prevent this from
happening?

2) How would you communicate these measures with your team & enforce that
they are executed to your expectations?

Q3. Team Management

One of the key roles of the Customer Experience Team Lead is to do bi-weekly
check-in with you team members.

How would you format these check-ins & what questions will you ask?

Q4. Team Management

Your role requires you to lead a group of 3-5 Customer Experience Executives and be
accountable for the service standards in the base location.

These team members have been in their roles for longer than you.

How would you gain their trust & respect in order to be successful in your role?