Interview questions for call center managers

Interview questions by job

Questions to be asked during an interview with a call center manager. This document is intended to provide an overview of interview questions for call center managers that relate to operational and situational issues.

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An overview of what to look for in a Call Center Manager interview is provided in the following profile candidates with a balanced sample of suitable interview questions.

Interview questions for call center managers

It is the responsibility of the Call Center Manager to hire, train, monitor, and motivate call center agents. An ideal candidate will have excellent interpersonal skills and a thorough understanding of your product and customers. A successful candidate will be persistent, resourceful, detail-oriented, and metric-driven. The individual will have proven call center experience and may even have worked as a call center agent in the past.

Candidates should be encouraged to speak at length about their relevant call center experience

Please find below a list of open-ended and situational interview questions. The goal of your presentation will be to distinguish hands-on from theoretical experience from merely theoretical experience. For best results, tailor the questions to the exact working environment. Perhaps you should add some questions if your call center mostly makes outbound calls instead of inbound add some questions about that.

The best candidates will have tried-and-true techniques for recruiting candidates (in person)

Centers have a constant hiring cycle), developing training programs, and motivating their employees. As with hiring for sales positions, the most qualified candidates will work for you if they believe in the solution that you offer.

Questions related to operational and situational aspects

  • What is the number of people you have managed in the past?
  • Provide a brief description of your relevant experience in call centers.
  • How would you familiarize yourself with our customers and product during your first week on the job?
  • What interests you about being a call center manager for our organization?
  • How familiar are you with the equipment used in call centers?
  • In your previous company, what recruiting strategies were successful? Is there anything that did not work well?
  • When training new employees, what topics do you typically cover?
  • Would you take action if your team fell behind on its performance standards? What would you do to rectify the situation?
  • How do you measure the performance of your team? How do you evaluate metrics?
  • If you were faced with a tight deadline, how would you encourage a team to collaborate on a new project?
  • In the event of a dispute between two colleagues, how would you resolve it?
  • Describe a time when you were contacted about a difficult customer call. What steps did you take to resolve this issue?
  • How do you discipline your employees?
  • What motivates your team to achieve their goals?

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