Interview Questions to Hire Call Center Supervisor

In order to provide excellent customer service, call center supervisors help train and motivate their representatives so that they can respond to inquiries, resolve complaints, and support customers. That means successful supervisors should be polite, familiar with customers and the product or service, as well as willing to assist agents.

They also aid in recruiting and training staff members, keeping track of their advancement, and mentoring them so they can develop the knowledge and abilities necessary to offer first-rate customer care.

On that note, you need to keep a lookout for candidates with related and high experience levels. During the interview process, they must show that they are prepared to give credible answers to your questions.

The following article contains questions that you can use during the interview sessions. You can customize them to fit the situation at your call center.

Related article: Call Center Supervisor job description

General Interview Questions

• What interests you about the position?
• What are the reasons you choose to work with us?
• What do you think high-quality customer service should be?
• Walk me through your day as a call center supervisor.
• How do you organize, plan and prioritize your work?

Call Center Management and Background Questions

• If an agent is struggling with a difficult call, how do you guide them through it?
• What is your strategy to ensure your agents consistently meet the call center’s standards?
• Tell me about a time when your idea or suggestion improved a process. What impact did it have on your team and call center?
• How do you handle a stressful situation at work?
• Do you have a difficult customer service situation? What happened, and what did you get from it?
• How do you handle a situation when a customer is verbally abusing you or your agent?
• What would you do during your first week on the job?

Conclusion

Call center supervisors must provide support to call center representatives while they respond to inquiries and resolve complaints from customers. Not only that, but they are also responsible for hiring and training new employees.

That said, call center supervisor candidates should possess courteous, knowledgeable, and helpful qualities. As a recruiter or hiring manager, you must keep an eye on candidates with related and high experience levels in the industry.

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