Interview Questions to Hire Call Center Manager

Customers will call the brand's customer support center whenever they have inquiries about a product or service. So, a call center manager's responsibility is to ensure that employees can cater to every customer's needs.

Therefore, a call center manager is responsible for hiring the right candidates, training them, and managing them to ensure they can handle customer inquiries. Also, they establish goals, examine call center KPIs, ensure the business and its employees achieve them, and offer dependable, effective customer service.

For the candidate to succeed in this position, they need to focus on more than minor details within the organization. A call center manager must be able to see opportunities that can improve the team, customer experience, and ultimately, the organization. Generally, they have to have the ability to see possible issues before they arise intuitively.

Maintaining positive relationships with their team of agents and pushing current company procedures to develop more efficient ways to achieve goals are some typical performance goals for call center managers.

On that note, the candidate you want to hire will have a strong understanding of your target market and product and outstanding communication abilities. They must be resourceful, meticulous, and motivated by metrics. They will have a track record of working in call centers and may even have served as an agent themselves.

Ask them questions that allow candidates to explain further their call center experience. Keep an eye out for answers that come from real-life situations from hypothetical ones. Plus, tailor your questions to suit the situation at your call center. For example, if your call center mostly does inbound calls, cater the questions to that.

In this article, we've compiled a list of interview questions that you can use to hire the right call center managers.

Related Article: Call Center Manager Job Description

General Interview Questions

• What motivates you to be a call center manager?
• How do you boost morale among your team members?
• What qualities do you think a great leader should have?
• How do you define success in customer service?
• How do you react when you see something unethical happening in the call center?
• How can creativity improve your productivity?

Call Center Management and Background Questions

• Walk me through your experience in a call center as a manager.
• Has your idea improved the workflow and processes or solved operational problems? Tell me about it and the impact it has had on the team and call center.
• Sometimes, you'll face difficult customers. How do you handle the situation?
• What problems or issues do you expect as a manager? What are your strategies to handle them?
• What would you look for in an agent, and what would you do with that information?
• There'll be times when disagreements between team members are bound to happen. How do you solve the issues?
• How do you familiarize yourself with the product or services and customers?
• What do you think you would need to set up a call center?
• How do you develop policies and procedures?

Conclusion

All in all, when interviewing call center manager candidates, you want to hire someone who has interpersonal skills. They also need to understand the customers, products, and services deeply. In addition, candidates must know how to use available resources, be meticulous in their work, and be metrics-driven.

Since they are responsible for hiring agents, call center managers must have tried proven hiring techniques for recruiting candidates. They must also design and implement training programs and keep team members motivated.

Need an email template to move forward with your next steps? Whether it’s an acceptance email, rejection email, or more, you can find them here!

Learn more about Manatal here, or start your 14-day free trial here (no credit card required).