Call Center Manager Roles and Responsibilities
Call Center is the primary interface between the company and its customers. By replying to customer’s queries, issues, and complaints, Call Center has a vast influence on customer satisfaction and by that, the company’s image and success. Call Center Manager is responsible for managing a Call Center, securing day-to-day operations and seeking constant improvement.
- Managing a Call Center (resources and operations)
- Capacity planning
- Cost and benefits planning and analyses
- Call Center performance monitoring
- Participating in audits and assessments
- Identifying operational problems and solutions
- Point of contact for escalations
- Looking constantly for improvement opportunities
- Good leadership/managerial skills
- Good communication skills
- Good problem-solving skills
- Proper prioritizing, time management and organizational skills
- Good knowledge of company’s products and services
- Strong customer focus
- Reliable and trustworthy
- High school degree or higher
10 Most Common Interview Questions asked from Call Center Manager
What kind of teams have you managed in the past?
Describe your past teams (number of members, main characteristics). Focus on what was the most challenging in each of the team and what you have learned thanks to this experience.
In your opinion, what are the five main attributes of a good Call Center Manager?
e.g., good leadership skills, excellent communication skills, good problem-solving skills, reliability, and trust, encourage learning, development, and improvement.
How do you work with culture in your team?
e.g., by creating a positive work environment, recognizing and celebrating success, encouraging work-life balance, enabling open communication, defining a common purpose and shared values.
In your opinion, what are the five main attributes of a good Call Center Agent?
e.g., good communication and interpersonal skills, excellent listening skills, ability to multitask, resistance to stress and time pressure, strong customer-focus.
Tell about a time when a call was escalated to you. How did you handle it?
In Call Centers, escalations are part of everyday work. Usually, the first point of contact for escalations is Call Center Supervisor. However some rises need to be handled at the manager level, so it is vital for you as future Call Center Manager, to know how to handle them. One of the scenarios on an excellent escalation handling is: listen, try to understand, keep calm, focus on problem resolution and finally analyze what happened and take necessary actions for the future). Make sure that the experience that you describe refers to the steps above.
How do you understand “good quality customer service”?
When answering this question, think of customer service from a customer/client perspective. For customers/clients, good quality usually means being professional, efficient and friendly.
How do you understand “customer satisfaction” and how it can be measured?
Have a look at the answer above. The most common way to measure “customer satisfaction” is satisfaction surveys (short surveys sent after an interaction with a Call Center).
How do you keep employees motivated?
e.g., by recognizing and celebrating success, providing necessary training and other opportunities for personal development, creating a positive work environment, encouraging teamwork, etc.
How would you resolve a situation of conflict between two employees from your team?
Listen to both sides, try to understand them, identify the root cause of the problem, propose the solution and follow-up, if necessary.
What are three examples of a Call Center KPIs?
KPI (Key Performance Indicator) is a measurement showing a company’s performance and effectiveness in achieving business objectives. Examples of KPI for a Call Center: first call resolution rate, average call duration, average call waiting time, customer satisfaction.
Similar Job Titles
- Service Desk Manager
- Help Desk Manager
- Call Center Manager