Hiring an ideal Call Center Manager is not an easy task. You need to be very precise while picking the right candidate for this highly responsible job role. Check our list of these interview questions that you must ask to shortlist the best candidate for your company.
Call Center Manager Interview Questions
Call Center Manager servers clients by planning and implementing strategies, improving existing processes and managing staff. These professionals determine the call center operational strategies by performance reviews, cost/benefit analyses, identifying the beneficial advanced technologies and contributing information to organizational strategic plans and reviews.
Job responsibilities of a Call Center Manager also involve tracking emerging trends to maintain professional and technical knowledge in the call center. They also attend educational workshops, establish networks and practice in professional societies.
Qualifications to look for
- Bachelor’s degree in management or relevant field
Skills to look for
- Customer service/communication skills
- Leadership skills
- Problem-solving skills
- Patience and self-motivated
- Knowledge and experience with CRM tools
- Computer proficiency
Experience to look for
- 3-5 years experience with customer service
Here are the Interview questions for Call Center Manager that you must add to your existing list of must-ask questions.
Operational and Situational questions
- Have a managed a team in the past?
- What is your total experience as a Call Center Manager?
- What have you done to improve the management of a call center in this job role?
- What are your weaknesses and strengths?
- Being a Call Center Manager, what is your management style?
- How will you manage your team to collaborate on a new project on the point of tight deadlines?
- Explain the recruiting strategies that worked well in your previous company?
- Describe a time when managed an under-performing staff member.
- What metrics do you consider to measure the performance of your team members?
- What makes a successful call center?
- How do you handle arguments between two co-workers?
- How do you keep your team members motivated for repetitive tasks?
