First they contact you to set up a phone interview where they ask basic questions, such as your previous work experience. They also ask "tell me about a time when..." questions which usually focus on you solving a difficult problem or a time you gave great customer service. If you pass the phone interview, then they ask you to come in for testing. First you take a multitasking test on a computer, which is set up to be as if you are dealing with multiple customers on the phone and email and you have to enter as much information as you can into their fake system. You also take 2 typing tests. From there I was taken to another room where I had to take another test on a computer. They were all math and logic type questions focusing on problems you may have to work out as a supervisor like scheduling or work allocation. After all the computer testing was done they sent me home so they could reschedule me for to come in for a mock phone call test, job shadow and managers interview. The mock phone call test was the worst part. You are given 20 minutes to read a packet about a fake company and read all their procedures and services they offer. Then the tester calls you on the phone pretending to be a customer and you have to deal with them as outlined in the packet. Then you have 2 minutes to write down notes and then they call you back to talk about each one on how you think you did. You do this 3 times. 20 minutes is not a lot of time to learn it all and of course they throw a curve ball in every single one to trip you up. Then I got to sit down and listen in on an agent taking phone calls in their call center for 45 minutes to get an idea of what its like to work in the department I was applying for. Finally, I had a group interview with 3 other managers where they asked me interview questions from a packet asking about my leadership skills and work experience and that lasted for about 20 minutes or so. 2 days later, I get a generic email saying "Sorry we are not offering you a position" and that was it. It was the longest and most complicated interview process I have gone through and it was very frustrating to make it to the end only to be turned down and I have no idea why.

Process took 3 days. They called and did a phone screening interview. Explained the program and what I could expect from the process. Asked a lot of basic interview questions about my background. I took and online assessment and then contacted to schedule a second phone interview for the next day. It was more of the same questions and he wrote down the answers. Finally, I went into the office for a role playing type of test. I thought it was a neat experience, but very ineffective to determine the candidates ability to do the job once actually trained. They give you 30 mins to read instructions regarding 10 forms on the table and then give you 5 different scenarios to complete. It is hard because you are trying to learn as you are being tested, which is why I think the process is a poor judge of capability. After running through the scenario they emailed me saying I would not go further. I thought I did well considering learning it only a few minutes ago so don't beat yourself up if you don't pass, I am not quite sure what they are looking for with this method.