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

Above is the illustration of the weekly schedule from 30th April - 6th May 2023. To craft the
team's schedule, I would take the following steps:

Determine the total number of working hours:

Based on the assumption that each team member works a 44-hour work week. This would be
44 x 4 = 176 working hours per week for the team. Any overtime approval is based on the
forecast for the day.

For the shift allocation: Since the team consists of one team leader and three executives, I
would schedule the team lead to work during the busiest hours of the week, depending on the
volume. The executives could be assigned to cover the rest of the operating hours, with each
member working around 44 hours per week. Allocating every Monday is the first day of the
week for team meetings to share the previous week's challenges and team targets.

Based on the assumption, I would allocate a 30-minute break for each team member during the
shift, 15 minutes in the first half and 15 minutes in the second half.

Finalize the schedule: After completing the schedule, I would review it to ensure that each team
member is allocated a fair number of working hours, considering their work-life balance. I would
also ensure that the team is adequately staffed during peak hours. I would prepare the schedule
a week ahead to avoid any conflicts on planned leave for the executives.

Assumptions made:
Each team member works a 44-hour workweek
The team lead is assigned to work during peak hours
The team members are given a 30-minute break during their shift
The team members start and end half an hour before and after operating hours.

Strategy:
Split team members' breaks and lunches with a 30 minutes intervals to avoid any overlapping

If an executive is stuck on a chat, it will be an automatic policy that the other executive swaps
over their break/lunch to manage the volume and a Service Level Agreement (SLA) include
80% of calls answered before three rings, 90% of chats accepted within 10 seconds, and 100%
of emails responded to within 24 hours.

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
are they executed to your expectations?

As a Team Lead, there are several measures I will take to prevent the Personal Trainer in
question from disregarding the Code of Conduct that has been set:

I will communicate the Code of Conduct to all fitness and wellness professionals who are
renting space from Core Collective, highlighting the importance of accurately booking client
sessions. Make it mandatory for everyone to adhere to this policy and explain the
consequences of not following it.

Create a standardized system to monitor the bookings made by each professional. Set up a
procedure to reconcile the number of clients with the payments received from each professional,
and ensure that any discrepancies are addressed immediately.

Implement regular audits to check if all the clients that are training at Core Collective have been
properly booked into the CMS system daily basis end of the day. These audits should be
conducted by a third party which has been outsourced to ensure impartiality.

Have regular check-ins with the Personal Trainer in question, and if needed, offer additional
training and support to help them understand the importance of adhering to the Code of
Conduct. Develop a reporting system where anyone who notices non-compliance can report it
anonymously.

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?

Schedule a regular one-on-one meeting with each team member throughout the week. Set a
weekly team meeting to discuss progress, updates, and feedback. Use an online survey to
gather feedback from team members by using Google Forms.

How are you doing?

What have you been working on since our last meeting?
What challenges have you faced recently?
What are your priorities for the upcoming week?
What were your biggest achievements since our last meeting?
What can we improve as a team?
Are there any upcoming projects or initiatives that you need support with?
Do you have any feedback on our team's performance or processes?
On a scale of 1-10, how would you rate your work satisfaction?
What do you enjoy most about your role?
What areas do you feel need improvement?
How do you think we can better support you in your role?
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 to be
successful in your role?

The key here is to maintain positive reinforcement and motivation in the team since it will be
tight-knit.

Listening to them: Showing genuine interest in their opinions and ideas. Encouraging them to
share their thoughts, concerns, and suggestions. Actively listen to them and consider their
feedback.

Acknowledging their expertise: Recognising their knowledge, skills, and experience in their
roles. Acknowledging their contributions to the team and organisation.

Collaborating with them: Involving them in decision-making processes, seeking their input, and
encouraging them to share their ideas. Collaborating with them on processes, team
development and initiatives.

Being transparent: Being open and transparent with my team about my expectations, goals, and
challenges. Keeping them informed about any changes or updates.

Supporting their development: Investing in their professional development by providing training,

coaching, and mentoring. Encouraging them to learn and grow in their roles.

Leading by example: Setting a good example for the team by demonstrating the values,
behaviours, and actions I expect from them. Being respectful, fair, and consistent.

Celebrating successes: Celebrating team successes and recognising individual achievements.

Showing appreciation for their hard work and dedication.
Hey! Just to brief and recap you for the interview on Monday

1. Core Collective is a co-working space where we rent spaces to Fitness Trainers and
Wellness professionals including but not limited to Reiki, Chiro, TCM, Sports Massage. These
professionals, in Core Collective's terms are call Residents. Therefore, as a space provider, the
main stream of revenue comes from rental of space to these residents.

hint: the main revenue or CC earned from these Residents for renting the space, they are our
main clients, whereas the users who are using their services are our subset revenue.

2. Background of CC, it is founded by Michelle Yong, a 4th Gen of Woh Hup, one of the largest
construction company in Singapore which turns 96 years old this year. Thus, all benefits will be
duplicated from Woh Hup.

3. Core Collective currently operates at Anson, Dempsey, Katong and Sentosa.