Case Study was first and they wanted me to do a complete write up from an excel that had over 29 tickets. Essentially they wanted free labor for me write a document that answers the following questions: ● How would you grade the performance of the individual agents? Why? Provide grades for each agent and detail your grading rubric. ● What problems are you seeing that might be the root cause of any low-quality tickets? ● You have a limited amount of time in a week. If you were their manager, which two of the agents would you choose to prioritize your time with, and why? ● Write personalized feedback to those two agents. ● What would be your plan to improve the performance of those two agents? ● Feel free to include anything else that you might have noticed or want to dig And then * 30 min interview with one of our managers * 30 min interview with the relevant department head * 30 min interview with our COO Bo Lu