Call Center Team Manager Interview Questions and Answer

Updated February 28, 2017

Interview questions are almost never aimed at finding out what it is that you have achieved in the past. While it may seem that you are being questioned to determine how good you were in a previous role, it is usually how your professional past will have an effect on the company’s future.

Learning responses to interview question by heart isn’t going to lead you to success. The only way that you can actually ace an interview is if you prepare for “what’s to come”. And this can be best done if you know the company in depth, and understand the kind of “employment” that you are heading towards.

A sample interview questionnaire (with possible answers) is provided here:

 

Call Center Team Manager Interview Questions and Answers

What makes you a good boss?
I like to think of myself as a leader more than a boss. What makes me an excellent leader is the fact that I believe in mentoring more than anything else. As a great trainer, and someone whom my present team looks up to, I make a great team manager.

As far as work related skills are concerned, what skills set do you have?
Since I have been working as a call center team manager for 5 years now, I am well-versed in handling the many aspects of this work, including training team members, providing them with direction, and ensuring that clients’ problems are resolved quickly. In addition to this, I am an expert in call handling – both inbound and outbound – and can effectively handle irate clients and escalated issues.

What type of duties have you been responsible for in this role in the past?
As a call center team manager, I have been responsible for hiring and training employees to handle calls (inbound and outbound), providing direction where necessary, ensuring that all systems are in place, maintaining productivity and quality standards, and ensuring that escalations are handled in a timely manner.

What is the toughest thing that you find about working as a call center team manager?
I believe that ensuring service delivery according to standards is the most difficult thing to manage at this position.

And how do you make sure that this does not become a hurdle?
I believe that any hurdle can be handled if you have a trained team. I make sure that my team’s training requirements are constantly met, so that issues / hurdles do not arise.

Eventually, what is it that you would like to do once your work at this position is saturated?
I would eventually like to own a call center myself, where I can apply all that I have learnt in the role of a manager, to make it a highly successful business.