I work for a large telecoms organisation and recruit Team Managers for their contact centres. I am currently updating our assessment process to include personality profiles/psychometric testing.  I wondered whether anyone could recommend a good provider who might be able to supply a test that in part, focuses on performance management experience. We currently use competency based interviewing techniques and a role play but it is quite hard to determine how good someone is at managing poor performance. The reality is often very different to how they perform at assessment.  I would be interested to hear how other companies assess for this experience and with how much success. 

Hi Susan,

I can understand your problem, in a previous life we used many role plays and felt they fell short of giving the desired outcomes. I would suggest that using two Psychometric assessment tools and linking the outputs with your candidates you can get behind their thought processes to evaluate their focus when dealing with under / over or maintaining performers. Have you determined the competencies and levels within those competencies for the Team Manager's roles? If not mail me I maybe able to help.

Alan