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Call Center Manager Interview Questions

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  1. When setting up a call center, what technical specifications and equipment are required? See answer
  2. How did you maintain and improve business operations as a call center manager previously? See answer
  3. What are the primary objectives within the human resources department for a call center manager? See answer
  4. What are the financial objectives managed by a call center manager? See answer
  5. How would you upgrade and institute major changes in a call center? See answer
  6. What strategies do you use to maximize employee performance? See answer
  7. How many call center employees have you hired and trained in the past? What methods did you use to evaluate their qualifications?
  8. Have you ever had to develop sales pitches for your team to use or instructional documents on how to communicate with callers? What examples can you provide?
  9. An employee consistently arrives to work late and misses their quotas. How do you react?
  10. In your previous role as a call center manager, did you sell products, answer customer questions or perform a combination of both?
  11. Can you tell me about a time you were successful in helping a caller solve a complex problem?
  12. When starting at a new job as a call center manager, how would you gain an in-depth understanding of company products and services?
  13. What strategies did you use in your previous role as a call center manager to reduce employee turnover rates and maintain employee satisfaction?
  14. Can you tell me about a time when one of your ideas to implement at your call center didn’t work? What do you think caused it not to work?
  15. Has an employee ever come up with a unique sales pitch or idea for streamlining call center operations? If so, how did you react?
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6 Call Center Manager Interview Questions and Answers

Q:

When setting up a call center, what technical specifications and equipment are required?

A:

Someone who aspires to manage a call center will create a design for the daily requirements. The candidate should know the specifications and requirements to set up and implement the platform. Call centers don’t use the same operating systems, and your company’s preferences define what hardware, software and related products you use. The candidate should identify the basic components of the design and understand the importance of all the equipment.

What to look for in an answer:

  • Technical skills and call center design knowledge
  • Experience setting up a call center platform
  • Networking and IT skills

Example:

“Previously, I used Microsoft Windows workstations with Intel Core 2 Duo processors, Citrix services with a management console for metaframe and Java Runtime.”

Q:

How did you maintain and improve business operations as a call center manager previously?

A:

Someone who has experience as a call center manager understands how to perform employee assessments, create action plans and resolve problems. Analysis of data such as sales volumes, profit margins and increases in the client base identifies where issues exist. The candidate should have experience with quality assurance programs, process improvement and management of call center systems. Details about action plans determine how well the call center manager improves your organization.

What to look for in an answer:

  • Experience in improving call center operations
  • Knowledge of audit and analysis for operations and sales
  • Call center management skills

Example:

“As a call center manager, I set performance goals, motivated my staff and offered incentives packages to improve productivity and close higher sales volumes.”

Q:

What are the primary objectives within the human resources department for a call center manager?

A:

The candidate should understand the basic human resources objectives and should have experience hiring new staff for the call center. The candidate should understand the importance of finding skilled call center workers with proven track records of closing sales. Pay attention to the details and topics when the candidate identifies basic HR requirements. Even if the answer isn’t detailed, you want a candidate who is a problem-solver with strong ethics.

What to look for in an answer:

  • New hire coaching abilities
  • Keen eye for new talented and qualified workers
  • A leader who motivates their team of workers

Example:

“Human resources objectives include recruiting, training, coaching and motivating workers for all departments. I explain job expectations and coordinate my efforts with new workers.”

Q:

What are the financial objectives managed by a call center manager?

A:

Someone who has advanced financial skills and understands how to calculate annual budgets and control expenditures is a good candidate. The financial status of the call center determines when changes are possible and what improvements are achievable. The manager completes corrective measures to prevent overspending and financial losses. He or she schedules bill payments and reviews budgetary constraints on a regular basis. Hardware and equipment upgrades are approved and coordinated by the manager.

What to look for in an answer:

  • Financial skills and budgeting knowledge
  • Experience managing expenses and costs for the call center
  • Keeping changes within the proposed budget

Example:

“Working closely with my staff, I estimated business requirements, prepared our annual budget, scheduled expenses, corrected financial issues and conducted an analysis of variances.”

Q:

How would you upgrade and institute major changes in a call center?

A:

Someone who understands technology understands that the latest trends may improve the way the call center operates. Assessing new equipment, software and hardware products determines when it is feasible to upgrade. Call center managers complete continuing education courses and workshops to learn about new call center technology and obtain advice from IT consultants. Candidates should understand how to tap into their financial resources and improve the business operations with technology.

What to look for in an answer:

  • Technology acquisitions and implementation skills
  • Desire to learn more about the profession
  • Skills to improve practices and business services appropriately

Example:

“I would first evaluate emerging technology trends that could improve my call center. If the upgrades could be implemented within our budget, I would then focus on setting up training to ensure a smooth transition.”

Q:

What strategies do you use to maximize employee performance?

A:

Call center managers are responsible for overseeing a team of staff and keeping them motivated to meet business goals. This question allows interviewers to learn more about a candidate's leadership skills and methods for increasing productivity among staff members.

A candidate's answer should emphasize:

  • Creative problem-solving skills
  • Previous leadership experience
  • Ability to identify low performance

Here is an example of a quality candidate answer:

Example:

"When I notice a decrease in employees meeting their quotas or even a lack of energy or enthusiasm about work, I typically like to initiate a fun reward system. For example, one time, I offered a $50 gift card to the restaurant of their choice for the employee with the highest sales numbers at the end of the week. I also hosted a work barbecue, which allowed coworkers to get to know one another better and their families. This often makes employees look forward to coming to work and working together."

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