PolicyBazaar Operations Manager Interview Questions and Answers

Q1. Jow to solve delivery issue
Ans. 
To solve delivery issues, identify root causes, improve communication with customers and delivery team, optimize logistics, and implement tracking systems.
• Identify root causes of delivery issues such as incorrect addresses, delayed shipments, or damaged goods

• Improve communication with customers by providing accurate delivery estimates and updates on shipment status

• Optimize logistics by streamlining delivery routes, imp...read more
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Q2. Solve hiring process and describe
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Streamline hiring process by implementing structured interview process, utilizing technology for screening, and providing timely feedback to candidates.
• Implement a structured interview process to ensure consistency and fairness

• Utilize technology for initial screening of candidates to save time and resources

• Provide timely feedback to candidates to maintain a positive candidate experience
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Q1. Awareness of technologies
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Q1. Describe the situations you handle in past where your decision played important role
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Q1. Asked questions related to integrity
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Q1. Scenario based questions
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Q2. Performance development questions
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Q1. Amazon leadership principles
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Q2. Amazon leadership principles on ownership
Ans. 
Amazon leadership principle on ownership emphasizes taking responsibility and accountability for results.
• Ownership means taking initiative and seeing tasks through to completion

• Leaders at Amazon are expected to take ownership of their team's success and failures

• Ownership also involves taking responsibility for mistakes and learning from them

• Examples: Taking ownership of a project by setting clear goals and deadlines, o
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These were some quants questions which might need some understanding of Demand and Supply of Driver Partners. Some definitions one might need to know are of Supply Hours, Active Vehicles, Active Driver, Active Riders, Driver Lifecycle, Rider Lifecycle etc.

Q1. What are the metrics you would measure for a newly setup Airtel Customer Care Center? What is the reason for choosing these metrics?
Ans. 
Metrics for a newly setup Airtel Customer Care Center
• Average response time for customer queries

• Customer satisfaction score

• Number of resolved complaints per day

• Employee productivity and efficiency

• Call abandonment rate

• First call resolution rate
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Q2. How will you measure the performance of your customer care executive ? What targets would you choose and why?
Ans. 
Performance of customer care executive can be measured through various targets such as response time, customer satisfaction scores, resolution rate, and adherence to company policies.
• Measure response time to customer inquiries or issues to ensure timely assistance.

• Track customer satisfaction scores through surveys or feedback forms to gauge effectiveness of interactions.

• Monitor resolution rate to see how efficiently is...read more
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Q3. How will you deal with a low performing member in high performing team? What actions would you take and why ?
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I would address the issue through coaching, training, setting clear expectations, and monitoring progress.
• Have a one-on-one conversation with the team member to discuss performance issues and understand any underlying reasons.

• Provide additional training or resources to help improve the team member's performance.

• Set clear performance expectations and goals for the team member to work towards.

• Regularly monitor and provid...read more
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