The process was swift and the HR rep was friendly and accommodating. Most of the questions asked were not the ones that I prepared for. The interview with HR was straightforward and focused on my skills.

Step by step scenarios on how to handle irate employees and coach/mentor teams. Role-playing with the Branch Manager as a supervisor to agent on different scenarios. Provide examples on how to create team building exercises and boost morale. A presentation to a panel of managers might be mandatory as part of the process as that was implemented to other candidates after I was offered the job.