Interview Question for Call Center Manager at University of Phoenix:

They're not looking for any specific thing that was done, i.e. there's not a right/wrong answer. What they're looking for is what approach did you take to solve the problem, how did you communicate the issue with the employee, how did you followup to ensure performance standards were met (including on an ongoing basis), and what did you do to make sure it didn't happen again. You can't give a short answer like "I put him/her on a performance counseling," you have to go through all the steps involved.