Scene to read · Equity, Problem solving
Everyone's go-to coach
You are a newer call center agent whom the supervisor asks whether a long-serving colleague should be paid as a trainer.
At a call center supervisor's desk, Aviva, 40, is talking with Aurelio, 27, a long-serving agent who informally coaches every new hire. He holds no title and gets no extra pay, while coaching competes with his own call targets. Aviva can propose a paid trainer role, but it would include scheduled training sessions and formal reviews. She has asked for your recommendation.
The scene
Aviva: Everyone comes to you for help. Would you consider a paid trainer role?
Aurelio: I like helping, but I don't want extra paperwork or performance reviews.
Aviva: You're already doing the work unpaid, though. Getting funding would take time.
Aurelio: New hires open up because I'm just another agent. Could we preserve that?
The two questions
- 1What would you recommend to Aviva about Aurelio's role, and why?
- 2Tell us about a time you contributed more than your role required. How did you handle it?
What raters look for
- Equity
- Notices unequal access or treatment and acts fairly, especially for people with less power.
- Problem solving
- Gathers facts before acting, considers options and consequences, and chooses a workable next step.
Answer scenarios like this on the real timers
Answer both questions on the clock, and get each one scored 1–9 the way raters score. Your first set is free, no card.
Practice free
