Call center manager interview questions and answers

In this post, we’re going to take you through some of the Call center manager interview questions you'll be asked when applying for a call center manager position.

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List of Call center interview questions and answers

• What do you know about this company?
• Describe two or three major trends in your Call center field?
• Did you choose this profession/field?
• Why do you want to work in a call center?
• How many years of work experience do you have in a call centre?
• Are you willing to work on shifting schedule, weekends and holidays
• Why a call center?
• How many years of work experience do you have in a call centre?
• Where did you work as a call centre customer representative prior to this?
• What tertiary qualifications have you attained that related to Call center…position?
• According to you what are the essential qualities needed in order to be an effective call centre operations manager?
• What is the most recent skill you have learned that related to Call center…position?
• Tell me about a time when you helped resolve a dispute between others.
• What position do you prefer on a team working on a project?
• Give some examples of teamwork?
• What do you enjoy about working in a call center?
• Tell me about one of the toughest groups you have had to work with in order to achieve a task or objective.
• Tell me about a time when you were able to help out a team member.
• Describe a situation when you felt a team member was not contributing enough. What steps did you take?
• Describe a situation when you had to deal with demands from an unreasonable customer.
• Describe a situation when you had to change your approach because your first attempts to persuade a customer failed.
• Describe what a call center agent is?
• Why is teamwork important in a call center?
• What are your computer skills and what software applications have your used?
• What size was the customer database you dealt with?
• How many calls did you take/make in an average day?
• Tell me about a time when you went the extra mile for a customer.
• Describe a situation when you had to calm down a very angry customer.
• Describe a tough problem you recently had to sort out for a customer.
• Give me an example of a decision you had to make quickly while dealing with a customer recently.
• What steps did you take when you found out that a problem was a result of inefficient service by your company or colleagues?
• Describe a situation when a customer really upset you but you had to remain composed.
• Tell me about a stressful interaction you had with a team member, how did you handle it?
• Being a call centre operations manager, you might have to travel and even work overtime when needed. Do you have any problem with this?
• How have you handled conflicting demands in the past?
• How to maintain Call center activities?
• Do you feel that you have motivational powers so as to lead a team of employees?
• What are common risks for Call center? And how to face?
• Describe steps to manage Call center?
• How to measure performance of Call center activities?
• What are monitoring methods for Call center activities?
• Describe ISO 9001 for Call center?
• What made you choose to apply to Call center…position?
• What was the average length of each call?
• Tell me about your approach when calling a brand new prospect.
• Tell me about your last position and what you did?
• What do you know about the Call center…position?
• What are key tasks for Call center…position?
• What are top 3 knowledge/top 3 skills for Call center…position?
• What are KRAs/output of Call center…position?
• How to measure/appraise your Call center…position?
• What is your philosophy towards call center work?
• Why do you want to work as this call center position in this organization?
• Tell me about a suggestion you have made as call center?
• Why should we hire you as call center?
• What does Customer Satisfaction mean to you?
• What are the works of Team Leader in Call Center?
• Is this your first job in the position of a call centre operations manager? Are you confident that you would be able to carry out your role in this position effectively?
• How have you managed to overcome a customer’s objections in a recent call?
• What are methods that are used to manage Call center?
• Where did you work as a call centre customer representative prior to this?
• Do you have any questions for me?

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