Call Center Manager

Call Center Manager Interview Questions:

The Call Center Manager is in charge of hiring, training, supervising, and motivating call center representatives. The person you wish to hire should have good interpersonal skills and a thorough understanding regarding both your customers and your products. They’ll be relentless, resourceful, detail-oriented, and metric-driven. They’ll have previous call center experience and may have even worked as a call center agent in previous positions.

The below open-ended and situational interview questions can be used to inspire your prospective candidates to talk extensivel about their relevant call center expertise. Your goal will be to separate between practical experience and theoretical knowledge. Be sure to customize the questions to the precise situation of your working conditions. For instance, if your call center primarily makes outbound calls rather than inbound ones, tailor the below questions to suit your needs.

Great applicants will have tried-and-true methods for recruiting candidates (the hiring cycle at call centers is constant), designing training programs, and encouraging team members. The best candidates for this role will be hired to work for you, just like hiring the ideal candidates for sales positions, because they are convinced of the value of the solution you offer.

Operational and Situational questions:

• How many people have you previously managed?
• Explain how you’ve worked at a call center before.
• How would you spend your first week getting to know our customers and product?
• What appeals to you about working as a call center manager for our company?
• Describe your experience with call center technology.
• What recruiting methods did your prior employer find to be successful? What didn’t go as planned?
• When it comes to new employee training, what do you usually include?
• What would you do if your team’s performance was falling short of expectations? What would you do to correct this situation?
• How do you know if your team is performing well? What measurements do you use to make this decision?
• In the face of tight deadlines, how would you get a team to work on a new project?
• How would you settle a disagreement between two coworkers?
• Describe a moment when a challenging client call was forwarded to you. How did you deal with it?
• Describe how you deal with employee discipline.
• How do you inspire your team to achieve their objectives?