Donny gets an interview call from an organization for the position of an assistant manager

An assistant call center manager is responsible for the day-to-day operations of a call center. This includes supervising a team of customer service representatives, handling customer inquiries and complaints, and ensuring that the call center runs smoothly and efficiently.

If you’re looking to move up the ladder to a management position, you’ll need to ace your interview. The following are some common assistant call center manager interview questions and sample answers to help you prepare for your next job interview.

Are you comfortable working in a fast-paced environment?

Call centers are often fast-paced environments, and employers ask this question to make sure you’re comfortable with that. They want someone who can thrive in a busy environment while still being productive. In your answer, explain why you enjoy working in a fast-paced environment and what strategies you have for staying organized and focused.

Example: “I love working in a fast-paced environment because it keeps me on my toes. I’m always prepared for the unexpected, which helps me stay organized and focused. When I worked as an assistant call center manager at ABC Company, we had a lot of calls come through at once. I used my organization skills to keep track of all incoming calls and delegate them appropriately. This helped us get through our high volume of calls quickly.”

What are some of the most important skills for an assistant call center manager to have?

This question can help the interviewer determine if you have the skills and qualifications they’re looking for in an assistant call center manager. Use your answer to highlight some of the most important skills that helped you succeed as a call center manager’s assistant, such as communication, problem-solving or customer service skills.

Example: “The two most important skills I think an assistant call center manager should have are excellent communication skills and strong customer service skills. As an assistant call center manager, it’s my job to make sure the manager is prepared for each call by providing them with information and answering any questions they may have. In addition, I need to be able to provide quality customer service to customers on behalf of the company.”

How would you deal with an employee who is not meeting expectations?

An interviewer may ask this question to assess your management style and how you handle employees who are not performing well. In your answer, try to show that you can be firm but also compassionate when addressing an employee’s performance issues.

Example: “If I had an employee who was underperforming, I would first meet with them one-on-one to discuss the issue. During our meeting, I would explain what their job duties are and what expectations they need to meet. If they still cannot improve after a few weeks, I would have another meeting with them to let them know that if they do not improve by a certain date, we will terminate their employment.”

What is your experience with training new employees?

The interviewer may ask this question to learn more about your leadership skills and how you can help the company’s employees succeed. Your answer should include a specific example of when you trained someone new, what you taught them and how they applied that knowledge in their job.

Example: “When I first started working as an assistant call center manager, I had to train several new employees at once. To make sure everyone understood our policies and procedures, I created a training manual with all of the information my team needed to know. I also scheduled weekly meetings with each employee so they could ask me questions and get clarification on any topics. This helped ensure that everyone was prepared for their shifts.”

Provide an example of a time when you had to manage a difficult customer issue.

An interviewer may ask this question to learn more about your customer service skills. They want to know how you handle challenging situations and if you have the ability to resolve them quickly. In your answer, try to explain what steps you took to solve the problem and highlight any specific skills or techniques that helped you manage the situation effectively.

Example: “In my previous role as an assistant call center manager, I had a customer who called in multiple times with questions about their account. Each time they called, they were upset and demanded answers from me. I remained calm and listened to each of their concerns. Then, I explained our policies clearly and answered all of their questions. By doing so, I was able to help the customer understand why we couldn’t offer them the solution they wanted.”

If hired, what would be your primary focus as an assistant call center manager?

This question helps employers understand what you would prioritize if hired. It’s important to show that you have a plan for how you will succeed in your role and help the company achieve its goals. When answering this question, it can be helpful to mention one or two specific skills you want to improve as an assistant call center manager.

Example: “My primary focus as an assistant call center manager would be improving my customer service skills. I’ve been working toward getting my certification in customer service, but I still feel like there is more I could do to improve my communication with customers. I think having better communication with customers would help me resolve issues faster and make sure they leave our call center happy.”

What would you do if you noticed that call center agents were not following company policies?

The interviewer may ask you this question to understand how you would handle a situation where employees were not following company policies. In your answer, try to show the interviewer that you are willing to enforce rules and regulations in order to maintain high standards of customer service.

Example: “If I noticed that call center agents weren’t following company policies, I would first meet with them individually to discuss their behavior. If they continued to disregard company policy, I would hold a meeting with all call center agents to reiterate our company’s expectations for professional conduct. If an employee still didn’t follow company policy after my warnings, I would document the incident and inform my supervisor so we could take appropriate action.”

How well do you understand our company’s mission and values?

The interviewer may ask this question to assess your knowledge of the company’s mission and values. This can be an important part of working as an assistant call center manager, so it is essential that you understand them thoroughly. To answer this question, you should review the job description and any other information about the company before the interview.

Example: “I read through the job description carefully when I applied for this position, and I was impressed by how much the company seems to value its employees. Your mission statement also resonated with me because I believe in providing excellent customer service to all customers. I am excited to work here because I think we can achieve a lot together.”

Do you have any experience using call center management software?

This question can help the interviewer determine your level of experience with call center management software. If you have used this type of software in a previous role, share what you liked about it and how it helped you manage your team. If you haven’t worked with this kind of software before, you can talk about your interest in learning more about it.

Example: “I’ve never had to use call center management software before, but I am interested in learning more about it. In my last position as an assistant call center manager, I was responsible for managing our customer service calls, so I would need to learn how to use this software if I were hired for this role.”

When was the last time you updated your CPR and first aid certifications?

Employers may ask this question to make sure you are keeping your certifications up-to-date. If you have not recently renewed your certification, be prepared to explain why and how you plan on doing so in the future.

Example: “I am currently certified in CPR and first aid through the American Red Cross. I was able to renew my certification last year, but I will need to do it again soon. I plan on taking a refresher course before my current certification expires.”

We want to increase employee engagement. If you were hired for this position, what would be your strategy for doing so?

An employer may ask this question to learn more about your leadership style and how you plan to improve the company’s call center. In your answer, explain what steps you would take to increase employee engagement and morale. You can also mention any specific strategies that have worked for you in the past.

Example: “I believe one of the best ways to increase employee engagement is through regular communication. I would hold monthly meetings with all employees to discuss our current goals and objectives. During these meetings, I would encourage everyone to share their ideas and concerns so we could work together to find solutions. I think it’s important to create a culture where employees feel comfortable speaking up and offering suggestions.”

Describe your experience working with other departments in a collaborative capacity.

Call center managers often need to work with other departments, such as sales and customer service. The hiring manager may ask this question to learn more about your experience collaborating with others in a professional setting. Use examples from your previous job to show how you worked well with other teams.

Example: “In my last role, I was the only call center representative on my team. However, I regularly collaborated with our sales department to ensure that we were meeting our customers’ needs. For example, if a customer called in asking for help finding a product, I would connect them with one of our sales representatives who could assist them with their purchase. This helped me understand what information our sales team needed to provide to our customers.”

What makes you stand out from other candidates who are applying for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of qualities that make you unique from other candidates. Use these qualities to answer the question by explaining what makes you stand out and why it’s beneficial for the organization.

Example: “I have experience working in call centers with large volumes of calls. I also have extensive knowledge of customer service best practices and training methods. These two things make me an excellent candidate for this position because they show that I am qualified to manage a team of employees who are responsible for handling high-volume calls.”

Which call center management books or resources have you read or used in the past?

This question can help the interviewer get an idea of your knowledge and experience in call center management. You can answer this question by naming a few books or resources you’ve read or used to learn more about call center management.

Example: “I have read several call center management books, including ‘Call Center Management for Dummies’ and ‘The Complete Idiot’s Guide to Call Center Management.’ I also subscribe to two online newsletters that provide tips on managing call centers. These resources have helped me understand how to manage different types of callers and situations.”

What do you think is the most important trait for an assistant call center manager to have?

This question can help the interviewer get to know you better and understand what skills you think are most important for this role. Your answer can also tell them about your personality, values and goals. When answering this question, it can be helpful to mention a trait that is similar to one of their requirements.

Example: “I believe the most important trait for an assistant call center manager to have is empathy. I’ve worked with many managers who were very empathetic, and they always made sure to listen to everyone’s concerns and find solutions. They also helped us feel comfortable asking questions or voicing our opinions when we didn’t agree with something. This trait helps me understand how to best support my team members.”

How often do you think an assistant call center manager should meet with their boss?

This question can help interviewers understand your level of independence and how often you need to meet with your direct supervisor. When answering this question, it can be helpful to mention the frequency of meetings you had with your previous manager and what they were about.

Example: “I think an assistant call center manager should meet with their boss at least once a week. This allows them to get feedback on their performance and discuss any issues that may arise during the workweek. I usually met with my last manager once a week for 15 minutes to go over our weekly goals and discuss any questions or concerns I had.”

There is a problem with the phone system and agents can’t reach customers. What would you do?

This question is a great way to test your problem-solving skills. It also shows the interviewer how you would react in an emergency situation. In your answer, describe what steps you would take to solve the issue and ensure customer satisfaction.

Example: “If there was a problem with the phone system, I would first make sure that all agents were aware of it. Then, I would call my supervisor to let them know about the issue. They would then decide whether we should transfer customers to another line or if they should wait for us to fix the problem. If the problem was serious enough, we could even close the center early so everyone can go home safely.”