{"id":"wri-cs-team-lead-quality-ideas","audience":"customer-support","category":"applications","technique":"grounding","title":"Answer a team lead application with ideas tied to real metrics","free":false,"task":"You're applying for Support Team Lead. The form asks how you'd improve quality. Answer in exactly 3 numbered lines, each shaped 'Problem -> Idea -> Target' and under 25 words, using the team's actual current numbers. Plain text, no buzzwords ('synergy', 'best-in-class', 'world-class', 'game-changer'), nothing else. Write a prompt that gets that answer.","materialLabel":"Team metrics and your notes (attached to your prompt automatically)","material":"INTERNAL POSTING - Support Team Lead (Tier 1, 12 agents)\nQuestion 3: \"How would you improve the team's quality in your first 6 months?\"\n\nTEAM METRICS (Q3 dashboard)\n- Reopen rate (tickets reopened within 7 days): 14%. Company goal: under 9%.\n- First-reply time: 6.2 hours average. Goal: under 4 hours.\n- CSAT: 86%. (The Q2 deck said 82%; Q3 is 86%.)\n- Top reopen reason: refunds explained wrong (41% of reopens).\n\nMY IDEAS (me: Dev, Senior Agent, 2 years)\n- Refund reopens: build a refund explanation checklist + 3 saved replies reviewed by billing.\n- First-reply time: morning queue triage, 15 minutes at 9 am, assign by topic.\n- CSAT: weekly 20-minute review of 5 low-score tickets as a team.\n- I also think we need new headsets.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"Writing an essay","why":"The AI writes paragraphs about leadership philosophy.","fix":"Show it: \"Exactly 3 numbered lines like: 1. 14% reopen rate -> refund checklist -> under 9%.\"","checks":["numberedItems","r0"]},{"title":"Generic ideas","why":"The AI suggests \"more training\" without tying it to your team's numbers, or uses the old 82%.","fix":"Add: \"Use the Q3 numbers: 14% reopens, 6.2 hours, 86% CSAT.\"","checks":["r1"]},{"title":"Buzzwords and chatter","why":"AI answers say \"world-class support\" and add an intro.","fix":"Ban them: \"No synergy, best-in-class, world-class or game-changer. Nothing else. Plain text.\"","checks":["r2","plainText"]}],"promptHints":[{"label":"Shows the line shape","patterns":["->","problem","target"]},{"label":"Uses real numbers","patterns":["14%","6\\.2","86%","current numbers"]},{"label":"Sets the number of lines","patterns":["\\b(3|three)\\b.{0,15}(lines|ideas|numbered)","numbered"]},{"label":"Bans buzzwords","patterns":["buzzword","world.class","synergy"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Hiring managers trust ideas tied to their own numbers. Give the AI the line shape, the current metrics and the words to avoid.","rubricLabels":["Each of the 3 lines has the shape 'Problem -> Idea -> Target' with arrows","Uses the current numbers: reopen rate 14% with a target under 9% (tied to wrong refund explanations), first-reply time 6.2 hours with a target under 4 hours, and/or CSAT 86% (not 82%)","Uses none of these: synergy, best-in-class, world-class, game-changer, and has nothing before or after the 3 lines"]}