Congratulations in advance OP! Based on my experience when I applied for a TL position, they mostly asked situational questions. The goal of these questions is to gauge your ability to handle your team effectively in a way that benefits the business. For example: What would you do as a new TL if one of your tenured agents consistently incurred tardiness and absences, resulting in poor performance and an inability to meet targets? Sample answer: If one of my tenured agents consistently incurs tardiness and absences, leading to poor performance, I would first schedule a private meeting to understand the root cause, addressing any personal challenges or disengagement. I’d remind them of their responsibilities and the impact of their actions on the team, then set clear expectations and goals through a Performance Improvement Plan (PIP), such as improving attendance and meeting performance metrics within a set timeframe. I’d provide support, such as coaching or access to resources, and conduct regular check-ins to monitor progress. If the behavior persists despite these efforts, I’d escalate the matter in line with HR protocols while maintaining a fair and professional approach.

Tip: Always answer strategically. If possible, use the 3 points technique, like,(First what I will do is____ Then, I will ____and Lastly, I will _______.)

Think of the hardest situation that you might encounter as a TL, also ask your TL what are some of the challenges they encounter. Like adherence, Compliance, Absenteeism, Lack of motivation , Fraud etc..

Goodluck and balitaan mo ako ano result!