Essay Question $(20$ points$)$:

You are a recruiter for a call center agency tasked with hiring a Customer Service Supervisor. The qualifications required for the role are:

$$ High school diploma, GED, or suitable equivalent.

$2$ years of work experience in a similar position.

$$ Proficient knowledge of customer service, and standard office practices and procedures.

$$ Proficient computer skills.

$$ Outstanding communication skills, both written and verbal.

$$ Strong people skills.

You have $2$ qualified candidates:

A$.$ Pedro Singh $($Already employed at your company$)$

$-$ Bachelors in Customer Service

$-2$ years of customer service work experience

$-$ KPI$$s average

$-$ Extremely Knowledgeable of standard office practices

$-$ Average customer issue resolution rate

B$.$ Rajana Patros $($External Applicant$)$

$-$ High school diploma

$-6$ years of customer service experience

$-$ Excellent KPI$$s

$-$ Not very knowledgeable of standard office practices

$-$ Great customer issue resolution rate

$1.$ Would you use structured or unstructured interview questions? Define the interview you choose and explain why you would use it$.(4$ Marks$)$

$2.$ What kind of interview would you conduct for the role? Explain why you would use that method? $(4$ Marks$)$

$3.$ Which two $(2)$ tests would you use to assess the candidates? $($ Cognitive, Emotional, Practical, Psychomotor, Sensory, Genetic, Drug etc$)$ Define the two test you have chosen and explain why you would use them. $(6$ Marks$)$

$4.$ Which candidate would be your choice? Explain why? $(2$ Marks$)$

$5.$ Based on your class notes, list four $(4)$ steps you would take when presenting the candidate with an offer of employment? $(4$ Marks$)$