This Call Center Manager interview profile brings together a snapshot of what to look for in candidates with a balanced sample of suitable interview questions.
Call Center Manager Interview Questions
The Call Center Manager is responsible for hiring, training, monitoring, and motivating call center agents. The person you want to hire will have excellent interpersonal skills and a solid grasp of your customers and product. They will be persistent, resourceful, detail-oriented, and metrics-driven. They will have proven call center experience and may even have been a call center agent themselves.
Encourage your candidates to speak at length about their relevant call center experience with these open-ended and situational interview questions. Your goal will be to distinguish hands-on experience from merely theoretical experience. For best results, tailor the questions to the exact working environment. For example, if your call center does mostly outbound calls instead of inbound calls, you may want to add some questions about that.
Great candidates will have will have tried-and-true techniques for recruiting candidates (in call centers, the hiring cycle is constant), designing training programs, and motivating members of their team. Similar to hiring for sales positions, the very best candidates for this position will work for you because they believe in the solution that you provide.
Operational and Situational questions
- How many people have you managed in the past?
- Describe your relevant call center experience.
- How would you familiarize yourself with our customers and product during your first week on the job?
- What interests you about being a call center manager for our organization?
- Describe your familiarity with call center equipment.
- What recruiting strategies worked well your previous company? What didn’t work so well?
- What do you typically include in new employee training?
- 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?
- How would you resolve a dispute between two colleagues?
- Describe a time a difficult customer call was escalated to your attention. How did you handle it?
- Describe your approach to disciplining employees.
- How do you motivate your team to meet their goals?
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Accenture Case Interview
Almost everybody out there is overly stressed about how to deal with Accenture cases. I got a ton of questions about how to prepare specifically for Accenture. I’ve read even more on various forums and discussion threads.
Well, I studied a whole lot of field reports and sample case studies from Accenture and I found out that people really overrate the difference between Accenture case study interviews and any other typical case interview. So let’s clear out some of the grey areas here together.
1 – Do I need to any IT background to do well in Accenture cases?
In some specific interviews for particular positions, Accenture may have IT-focused interviews, but NOT for case interviews for management consulting positions. Except for some case contexts which may be related to IT (e.g: Uber‘s profit‘s going down), you can expect to solve the case content-wise just like you would do for any other typical case interview.
2 – Accenture cases are mostly more question-based rather than a comprehensive case study?
This is probably true. Of the field reports I’ve studied, most cases were divided into multiple questions, each super specific and to the point. To some extent, those questions were not even too closely related to each other. The case as a whole is more like a casual business discussion on some pressing issues.
Interestingly, this style is somewhat similar to McKinsey’s interviewer-led style!
3 – Accenture cases are heavy on market-sizing and estimating questions?
This is also true. But that’s actually also true for almost any other firm. Market-sizing and guesstimate questions are popular and there’s no exception here.
4 – Accenture cases are heavy on maths?
Similar to the one above, almost every case interview out there does test some maths. So this is true, but does Accenture focus more maths than other firms? I don’t see any reports or statistics showing that.
So what’s the takeaway here? Well, don’t worry too much about the myth that Accenture cases are different from other typical cases. There are always exceptions but that also happens in interviews from the same firm. Just go ahead and study for Accenture case interviews just as you would for other firms, especially McKinsey.