Process Improvement and Operational Efficiency Questions

Assess the candidate's ability to find and fix operational bottlenecks in customer support and to design sustainable improvements that increase throughput and quality while controlling cost. Topics include mapping existing workflows, diagnosing recurring issues with root cause analysis, redesigning ticket routing and escalation procedures, introducing automation and self service, optimizing staffing models and schedules, and improving knowledge base and agent enablement. Candidates should show how they pilot changes, align stakeholders, train teams, and measure impact using service level and experience metrics such as average response time, average resolution time, first contact resolution rate, customer satisfaction score, and cost per contact. Interviewers will evaluate prioritization frameworks, change management plans, methods for monitoring unintended consequences, and ways to scale successful experiments.