A Sales call center manager is in charge of the daily operations of the call center. They are responsible for managing a team of call center representatives and ensuring that they are providing excellent customer service. They also monitor call center metrics, such as call volume, call wait times, and customer satisfaction, and use this data to make improvements to the call center's performance. The person you want to hire will have excellent interpersonal skills and a solid understanding of your customers and your product. They will be persistent, resourceful, thorough, and measured.
Behavioral or situational questions
- How would you spend your first week on the job becoming acquainted with our clients and brands?
- What would you do if your team was falling behind on performance standards? How would you fix it?
- How do you know how well your team is doing? What metrics do you look at?
- How would you get a team to collaborate on a new project in the face of tight deadlines?
- Describe a time a difficult customer call escalated to your attention. How did you handle it?
- Describe your approach to disciplining employees.
Skill related questions
- Can you describe your experience with call center software and technology?
- How do you measure and analyze call center performance metrics?
- How do you handle and resolve conflicts within the call center?
- Can you give an example of a process improvement you have implemented in a previous call center?
- How do you implement and manage training programs for call center representatives?
- How do you design and manage a call center schedule?
General questions
- Tell us about your experience managing a call center. Describe your relevant call center experience.
- How do you measure and analyze call center performance metrics?
- How do you ensure compliance with regulations and industry standards?
- How do you handle and manage customers' sensitive information?
- How do you handle stress and pressure in a high-volume work environment?
Conclusion
These questions are meant to give an idea of the kind of experience and skills a call center manager should have, but keep in mind that it's not limited to this list, and the questions could vary depending on the specific industry or company.
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