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When interviewing for a call center management position, what are the top 3 questions that you should ask? |
| Article Number: 10149 | Last Updated: Sun, Nov 29, 2009 at 8:46 AM |
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I would suggest to ask the person if he/she is able to interact in
different language, most preferably in the native language of your
client. It doesn’t only means talking in the language but seizing the
different tones and technical terms that may be used during his
contract.
The second will be to illustrate experiences as a managers or at any managerial level with examples. He/she may possess the required certificate but nothing is better than past experience and how they tackle past problems. You will in this way know what are his/her true strength and weaknesses through how she resolves the issue. And third but not last, how is his family and life. Ask him what people says about him. It may be weird but never forget that everyone is part of a family (even bachelors are part of a group/family). The way he will interact with the employees depends on how he interact with his family; knowing his family is knowing him. If people tends to say that he is messy in his house or often late , you are about to hire someone who will cause severe problems in your company. Hello Ryam, First of all, I would ask if she has any experience in call center work herself. I often find that people with no experience of answering the calls have trouble understanding the dynamics of call centers, and the pain points. Secondly, I would ask how she would position herself in regards to the customer, upper management, and her team. A call center manager is often in a position where there are contradicting demands from different sides of the pyramid, and it is important that the CC manager knows how to keep things balances. Trying to please the customer or the upper management too much leads to unhappy, stressed out team, but protecting them too much may cause problems with the customer. Last, I would ask her what she thinks is the priority of the CC. Is it about making sure the calls are answered on time and in a professional manner, or does she put more weight into solving the problems in the first line? Some organisations and managers have different views on the matter, and that may cause an problem if the organisation and the customer is expecting one thing, and the manager keeps pushing her staff to achieve a different goal. Good luck on your interviews! I hope you find the right resource. Hi Ryam, I think these are 3 useful questions to be asked during the interview. It is obviously better to ask during the interview so you can use the answers to help you during the interview process. 1) Why did they select your resume? They obviously liked something from your resume and these strengths can be reinforced during the interview. 2) What situations need immediate attention? This will allow you to line up your accomplishments and what you have done so that you can show you can hit the ground running and waste little of their time and money. 3) What would you consider to be a successful candidate after 1 year? This will allow you to see what they think will be important in the first year and again to align your accomplishments to show why you would be successful. P.S. A similar question would be What sort of person has the most success at the company you are interviewing? Finally, you always need to ask about the process, when they are going to make a decision and when they will be contacting you. This will give you good information of when you should be following-up if you have not heard anything. Good luck. I wish you the best. 1. How do they approach running projects? (Knowledge of process, quality) 2. How do they approach running 20 projects at a time? (Delegation, reporting, worklife balance etc) 3. When I call your references, what will they tell me about how you ensure you meet your financial targets? |
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