I gave this a "thumbs down" because of the overall experience, and not because they went with a different candidate. By the time they told me, I'd already interviewed and accepted another position. There was an initial phone screening, followed by an in-person interview with 3-4 persons. The in-person was one at a time in one long marathon session, the Director first then 2-3 Manager peers. The call center here was just founded February of 2015. The topic of firing people was given a heavy emphasis in the interview. I was asked in 4 different ways about how comfortable I was with firing people and the philosophy was explained that firing people who can't make it early on is really a way to help them find a job that is going to be a better fit for them. I can only think their call center is really churning through front-line staff. I asked the director about his philosophy or vision about the call center, he couldn't really articulate it until I really focused it down to a very narrow field. The Managers emphasized how they are excited to be building a new culture, but could not describe what culture they were attempting to develop when asked. OK, a young recently created call center, that's going to be a learning process to flesh out. On the other hand it says that no one directly managing the front lines is really sure how they will get to their cultural goals or translate their feedback styles into creating it among the front lines. It makes you wonder how much of the churn they are seeing is self-generated vs strictly necessary. It was clear none of the interviewers had discussed their questions with the others, there were a lot of the same questions between them. Some interviewers were 20-45 minutes late for their sessions. Their overall communication process is _exceedingly_ poor. I was given timelines that were not adhered to even within the same week. I kept reaching out once a week only to get silence or delaying answers from the HR persons. It took about 30 days after the in-person interview to get HR to say they'd decided on a different candidate. Why not just say straight up if you don't make it past the first rung of interviews, why wait until the final hiring has been done? We're all adults here. No candidate is going to wait around and stop interviewing regardless. At worst HR would come back and say "Good news! We changed our mind on you!" This alone would have prompted me to give a "thumbs down."

The interview questions consist of determining your ability to handle conflicts with clients and staff. The hiring process is to determine if you are assertive, and capable of handling the responsibilities, managing staff and their productivity, etc.