HR Assignment
Imagine it is 7th March, 2019 today. Please analyze the following scenario with this in
perspective.

Operations
You’re responsible for assisting the manpower planning of a 10 member team involved in
providing email based customer service. According to the SLA, every ticket that the customer
service team receives must be responded to within 24 hours. The team receives about 400
customer service tickets everyday. The team is comprised of the following members:

A.M. is the team lead. She has been associated with the organization for the past 4 years. AM
has risen through the ranks, starting out as a customer service representative. AM is
responsible for ensuring adequate response times, adequate quality, monitoring support KPIs
and communication with the process key stakeholders. AM works 9am-7pm, M-Sat. 

P.M. is the associate team lead. He has recently joined the organization and assists AM with
leadership operations. In addition to this, PM is responsible for quality analysis everyday. PM
works 9am-6pm, M-Sat.

Rep Name Avg Tickets Handled/day Avg Quality Score Bradford Factor (last 52 weeks)

GJ 58 98% 50

VS 41 92% 800

SA 38 75% 1000

SC 49 80% 40

IH 35 97% 64

OL 25 67% 300

WE 75 96% 90

PI 80 69% 1200

Recruitment Process
Step 1: Application received from recruitment portal or via email
Step 2: Introductory screening via email
Step 3: Filtered candidates are given a basic customer service assignment to complete at their
home
Step 4: Candidates who perform well on the assignment are called for an interview
Step 5: The candidates go through an aptitude test, a mathematical quotient test and a level 1
interview
Step 6: The selected candidates are offered a place on the team

Starting Salary: Rs. 2,40,000 ctc

Salary is paid within the first 5 business days of the 1st of every month.

Requirements
 Candidate must be fluent in English
 Candidate must be residing in or willing to relocate to Chandigarh
 Candidate must be willing to work night shifts

If you scroll below, you will also be able to find the emails that you need to draft
responses to on pages 3-6 of this document. 

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 1 
From IH
Dear HR,
It's just been two months and already I am not comfortable working with this company. AM is
very rude and fails to have the basic etiquettes to speak to someone. They expect robotic speed
and expect the employee to know it all in their 2nd month of the job. 

I would please request you to let me know if there's any other team/department which is
respectful and are looking for team members to work with them. I'll be happy to work for them.
But, not for the current one.

Thank you for your understanding. You've always been kind and helpful.

-IH

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 2
From SC

Dear HR,
What is going on with the salary? I was expecting to receive it by now, and there are no signs of
it. I am in urgent need of it.

Regards,
SC

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 3
From YS

Hi,
I got to know about your company from my dear friend GJ and I wanted to see if you all are
accepting applications for a customer service associate. What all do I need to do to apply? My
resume is attached here.

Yours,
YS

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 4
From PI
Hi,
I recently heard that GJ has been awarded the employee of the quarter and has also been
offered a substantial raise. If I may, I would like to say something. GJ does not even meet his
target everyday and I do far more tickets than GJ. It is just that GJ is special friends with PM
and that is why they might’ve received a recommendation. Can you please explain why I was
not considered? Especially since I work harder and do a lot more tickets.

Unfortunately, I feel the team leadership is biased against me and they keep pointing mistakes
in my work, when I work the hardest.

-PI

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 5
From SA

Hi HR,
AM asked me to tell you about the fact that I couldn’t come to work yesterday. My grandfather
was not well and I had to go to his home to visit him. 

Thanks.
SA

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 6
From VI

Hello HR,
We talk phone last week. I very excited to work with you. When I start? I need sit the interview?
You have no inform me after call.

I need job fast.

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 7
From AM
Hi HR,
Happy Thursday! 

Hope you’ve been doing well. I just wanted to raise a few important issues with you:
1. A couple of people on my team have been taking days off sporadically without prior
intimation. This is making it very difficult for us to meet our targets. I’m not sure if the
management has already taken note of this or if these resources have already been
issued warnings. 
2. We’re currently under capacity as far as the staffing for our team is concerned. I just
wanted to feed this into your capacity planning. We urgently need a couple of great
people, at least, in order to ensure that we stay on track as far as the KPIs are
concerned. Do you have any applicants that you can pass along to me?
3. I have not been very happy with IH’s attitude towards the leadership lately. They’re
consistently missing their target and they demonstrate a rather callous attitude towards
us whenever we try to offer suggestions to them.

Please let me know what you think about these! 

Have a great day ahead.

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned on this email.

Email 8
From GJ

Hi HR,
I just wanted to reach out to you and thank you for the employee of the quarter award. Is there
any feedback that you have for me? I love working here and I want to do as much as I can to
improve.

Based on the scenario that was shared with you on the Google Doc, please draft this
email. Try to draft an email as professionally as you can and you may rely on your past
experience to handle a certain situation mentioned in this email.

Email 9
From OP

Hi HR,
I saw your job posted on X platform and I’m very interested in working for your company. I’m an
MBA in Operations Management and I consider myself to be a great fit for your company. 

Can you tell me what positions are currently available with your company? Also, how much will
be the remuneration, benefits? 

Also, what will I have to do next?

Email 10
From WE

Hi HR,
I have been enjoying working here but because I need to be home in time for my child, I cannot
continue. I will absolutely have to be home by 3pm.

So, I would like to give you a notice that I would like to resign from my position.