But I only present these concerns to my boss when I have developed in-depth and realistic solutions. Throughout my term of employment, I keep a constant note of any areas that I feel can be improved. An ideal answer will show a degree of balance. This is a bit of a tricky question to answer, as how you answer can determine whether your interviewer thinks you are too strong-minded or, worse, too sheep-like in your approach to work. “How often do you challenge the way your current company does things or challenge something that you feel needs to change?” One example of how you can do so in the call centre would be to provide agents with a list of call centre abbreviations to speed up wrap-time. I find this system works well for me and I expect to carry it into my next job.Īlso, it would be good to demonstrate as a leader how you are helping others manage their time. In my current role, I break down my objectives into daily targets and outline periods of the day when I am going to focus on achieving them. This is your opportunity to assure your potential employer that you are capable of working in line with your objectives and getting the job done on time. “How would you manage your time and objectives in your role?”
#CALLCENTER JOB INTERVIEW SERIES#
I would monitor these closely through general in-office communication and a series of team meetings, as well as through scheduling individual appraisal meetings at 3-, 6- and 12-month intervals. In line with the over-arching goals of the company, I would set personal goals for myself and my team which I would subsequently break down into weekly SMART objectives.
This question requires you to understand the benefits of setting SMART (Specific, Measurable, Achievable, Realistic and Time-bound) objectives and developing action plans. “How would you measure the success of you and your team over a 3-, 6- and 12-month period?” I then use these objectives to ensure that my team is constantly contributing to the overall goals of the organisation. I extract the company goals that are relevant to my department and break them down into weekly objectives.
The company I currently work for publishes an annual report of KPIs relating to the goals they hope to achieve that year. This question helps your interviewer to gauge whether you understand your role in your current job, and how your efforts contribute to the goals of the organisation. “How do you ensure that the goals of your team are in line with the overall company goals?” One example of how you can promote great customer service is to provide your team with a list of positive words and phrases or a set of empathy statements to boost rapport with the customer.
Look for situations and examples when you had an idea, a client, or customer call, where you personally went that extra mile.ĭid you change a process or procedure? Or perhaps a staff member you mentored, coached or advised delivered a great customer service win or result for your team, brand or business. “What have you done to promote great customer service?”įirstly, know what you think great customer service looks like. So, make sure you are equipped with strong answers to these team leader questions. These are key attributes that you need to show off in order to progress in any organisation. Team leader questions will probe your ability to build morale, promote company values and provide guidance in a group environment.
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