Final Asesument

ADMN$3216,$ Winter, $2024$

Total Marks: $35,$ Time: $2$ hours $(120$ minuten$)$

A Canadian Bank has given you the responsibility to design a process to select $15$ call centre associates to deal with customer complains about their credit cards. The bank want that the hired candidates should have $2$ years of experience working in the credit card call centre in a similar organization. They should know about credit card operation and probable customer complaints about credit cards. In addition to high levels of aptitude, the candidates should also possess and excellent interpersonal skills which is essential to effectively deal with the customers.

The Bank advertised for this position last month and received about $1000$ applications. The Bank expects that your selection process should involve applicants' initial screening, then resting, and finally imterviewing the applicants.

Drawing on your course learning $($lecture$,$ text, class activities$)$ answer the following questions:

Propose two suitable screening methods you would like to employ for initial sereening of the received applicants. Explain the justifications of your two proposed methods $(10$ marks$).$

Propose two suitable employment tests for the sereened candidates. Explain the justifications of your proposed two tests and legal implications of using them. $(10$ marks$)$

In addition to the above, you have decided that you will use structured employment interview to assess the applicants' interpersonal skills.

What structured employment interview method$($s$),$ you will use to assess the interpersonal skill of the candidates? Prepare one structured interview questions with probes to assess interpersonal skill. Also, prepare the scoring guides $($for best answer, average answer, and poor answer$)$ for the question to assess candidate responses. $(15$ marks$)$

Discuss your plan with justifications on the tentative number of candidates you want to select at each of the three levels of assessments? $(5$ marks$)$

Feel free to make assumption$($s$)$ as appropriate.

Interpersonal skills:

People's interpersonal skills $($often considered as soft skills$)$ are their abilities and strategies for interacting with others. They can help you build personal and professional relationships, as well as communicate and work with others effectively. Interpersonal skills combine personality traits and various social skills.