The candidate should know the technical details of running a call centre. With their answer, the candidate should demonstrate the ability to set up a call centre and provide the skills required for the task. Here is what to look for in a successful answer:

• Technical skills
• Experience in setting up call centres
• Networking skills

The right candidate should have experiences performing employee assessments and other goal-oriented tasks. The answer to this question determines how the candidate improves and implements positive changes in their work environment. Here is what to look for in a successful answer:

• Experience improving existing operations
• General knowledge of operations and sales 
• Ability to adapt and make positive changes

The right candidate has experience as a call centre manager and knows which responsibilities are required to succeed in this role. The candidate must also have a strong work ethic. Here is what to look for in a successful answer:

• Understands the onboarding process
• Demonstrates ability to find potential in employees
• Motivates team to work productively

Call centre managers should understand the basics of meeting financial objectives. The right candidates respect these budgets and can calculate expenses. Here is what to look for in a successful answer:

• Experience managing budgets
• Ability to navigate and discusses budgets with other departments
• Understands how to manage expenses

The right candidate knows how to implement changes that benefit both the business and its employees. Candidates should have clear strategies on how to implement changes. Here is what to look for in a successful answer:

• Understands company needs
• Desire to learn more about the job title
• Understands current practises of your call centre

Call centre managers are in charge of their own performance as well as the performance of their staff. The right candidate understands how to meet business goals by motivating their staff. Here is what to look for in a successful answer:

• Problem-solving skills
• Previous experience in leadership positions
• Interpersonal skills

Being a call centre manager provides candidates with the opportunity to work in a management position. The ideal candidate can explain their reasons for wanting the position. This question also gives them an opportunity to demonstrate whether they've researched your company. Here is what to look for in a successful answer:

• Personal and professional reasons for wanting the job
• Enthusiasm for working at your company
• Experience in a management role

The answer to this question provides you with insight into what kind of workload the candidate is used to. The ideal candidate should demonstrate the ability to work in a fast-paced environment. Here is what to look for in a successful answer:

• Experience working in a fast-paced environment
• Understands requirements of job posting
• Strategies for managing large workloads

This question provides you with information about the candidate's monitoring and evaluating skills. When answering, the candidate should have a predetermined strategy for assessing their teams. Here is what to look for in a successful answer:

• Strategy for evaluating team's work
• Remains impartial during process
• recognises achievements

Call centre managers also need to retain their employees in the fast-paced environments that call centres generally entail. The ideal candidate has experience in retaining employees. Here is what to look for in a successful answer:

• Strategy for retaining employees
• Builds personal and professional relationships with employees
• recognises employee achievements

Example: 

The ideal candidate will demonstrate the ability to make last-minute decisions. They'll also have strategies in place for when they're understaffed. Here is what to look for in a successful answer:

• Discusses a backup plan
• Has prioritization strategy to field calls
• Good organisational skills

Call centre agents work closely together, which is why conflict can arise. The ideal candidate will have good problem-solving skills and extensive interpersonal and communication skills. Here is what to look for in a successful answer:

• Uses conflict resolution techniques
• Ability to find a compromise between two employees
• Promotes positive company culture

This question determines how the candidate strategizes and which qualities they feel are essential for new hires. It also determines the candidate's creativity when developing ways to recruit new talent. Here is what to look for in a successful answer:

• Past onboarding experience
• Strategies for hiring based on company needs
• Collabouration skills

This question identifies how the candidate works under pressure. It also determines whether the candidate has coping mechanisms in place to navigate difficult situations. Here is what to look for in a successful answer:

• Motivates coworkers to persevere through difficult situations
• Finds solutions and compromises
• Knows how to navigate difficult situations

The answer to this question determines how the candidate manages situations they perceive as failure. It also provides you with information on how the candidate finds a solution when facing adversity. Here is what to look for in a successful answer :

• Ability to solve problems 
• Welcomes errors
• Strategies in place to manage errors