Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com,
and in its tutorial, I'm going to teach you how to pass a Call Center team leader interview.
If you have a Call Center Team Leader interview coming up for any organization whatsoever,
please do make sure you watch this tutorial fully from beginning to end, because I promise
to make you the stand out candidate during your interview. Now, before I get into the
Call Center Team Leader interview questions and top scoring answers, a very warm welcome
to this training tutorial. My name is Richard McMunn. That's me there in the center of the
screen. And I've been helping people to pass their interviews for over 20 years now. I
always do that by giving you genuine, unique top scoring answers you can't find anywhere
else. Lots of you are passing your interviews after using these training tutorials. And
on that basis, please make sure you SUBSCRIBE by clicking the red button below the video,
and then you won't miss out on any of the weekly training videos I am uploading. I would
also very much appreciate your support if you gave the video a LIKE, because that tells
me you enjoy the content and I will therefore create more for you. Thank you very much.
You can also connect with me on LinkedIn.com if you want to. My LinkedIn.com link is in
the description below the video, and it's always good to connect with like-minded professionals.
OK. Let's get into those Call Center Team Leader interview questions and answers. Please
do take notes as I progress through the video. The first question I want you to prepare for
is: Introduce yourself and tell me why you want to become a Call Center Team Leader?
Now, my tip for answering this correctly is, this will be the very first Call Center Team
Leader interview question that comes up. So we have to make sure we give the hiring manager
a strong positive answer that shows you have the necessary skills, qualities and the attributes
to excel in the role, and also meet tough call targets. Here is my suggested answer.
“I am an enthusiastic, driven and focused person who takes great pride in my work. I
enjoy having the responsibility of meeting challenging targets and I gain the most job
satisfaction when I have to motivate others to achieve tough objectives. Over the years,
I have gained sufficient skills and experience to be a competent and efficient Call Center
Team Leader, and I fully understand how important this role is to the success of your organization.
To be a great Call Center Team Leader, you have to be accountable for everything that
goes on in your team, you have to be prepared to handle the stress and pressure that comes
with the role, and you also have to make sure both you and your team provide exceptional
levels of service at all times, whilst working within strict time constraints. If you hire
me as your Call Center Team Leader, I will work hard to ensure high standards are maintained
at all times and everyone within the team works towards the company goals, the set targets
and the commercial objectives.” That is a brilliant answer! I like it because it is
positive in nature. You are talking about taking responsibility for your team, and as
you and I know, you're going to be up against other candidates. So we have to give something
that is unique in our response, and that certainly achieves that goal. Now, you can either pause
the video and take note of these answers as they come through, or if you want to wait,
I will tell you where you can download my full set of Call Center Team Leader interview
questions and answers in PDF format. But for now, here's the next interview question. How
would you measure the success of the call center team you are responsible for? This
is a very difficult question. Because it's difficult, we have to follow a format. If
you follow my suggested format for answering this that's come in right now, then I believe
you will score very highly for this question. Here is my suggested answer. “I would measure
success by benchmarking against 7 key metrics. Metric number one is FIRST CONTACT RESOLUTION
– this is the number of times my call agents resolve customer problems or queries within
strict time limits during the initial call. The second metric is COST PER CALL – this
assesses how much it costs the organization for each call we handle. The third metric
is the ABANDONED CALL RATE, which we would want to get down to as close to zero as possible.
Metric number four is the AVERAGE SPEED OF RESPONSE; basically, how long does it take
my team to answer calls. The fifth metric is CALL HANDLE TIME, which is how long my
agents spend time on each call. Metric number six is the CALL TRANSFER PERCENTAGE; which
is how many calls have to be transferred to another department. And finally, metric number
seven is CUSTOMER SAITISFACTION LEVELS. By following those seven core metrics I am able
to not only monitor my team’s performance, but also look at ways we need to improve and
develop as time goes by.” That is a brilliant answer, because you are showing that you are
professional in your role as a Call Center Team Leader. But more importantly, you know
exactly how to monitor their performance. And those seven core metrics for assessing
the performance of your team will tie in perfectly with the commercial and financial objectives
of the organization you are working for. And if you use that answer, it will make you the
standout candidate. I can guarantee that! I still have a number of Call Center Team
Leader interview questions and answers to run-through, so please don't go anywhere,
but when you're ready, if you want to CLICK THAT LINK in the top right hand corner of
the video, it takes you through to my website, PassMyInterview.com, and you can download
a full set of my 23 Call Center Team Leader interview questions and top scoring answers
in PDF format, including the ones that I'm running through right now. The next question
I want you to prepare for is: Why do you want to work for all organization as a Call Center
Team Leader? Again, this is a guaranteed interview question that will come up. And the best way
to answer this type of “why do you want to work for us?” interview question, is
to show you have carried out some research into their organization. Here is a model answer
for you. “I would like to work for your organization for three reasons. The first
reason is, to become competent as a Call Center Team Leader, you have to have clear guidelines
and also work towards ambitious targets and goals. During my research into your company,
it quickly became apparent that you see the call center as an integral part of your organization,
and on that basis, I feel I will be supported in my role due to the high standards you set.
The second reason is, you are obviously a company that provides exceptional service
to your customers and clients, which gives me the confidence the team I will be leading
will enjoy their work and they will find it easier to provide excellent customer service
whilst handling calls. Finally, I want to work for your organization because you have
been around for many years, which tells me you are a successful organization with strong
leaders who want to take the business forward positively into the future whilst continually
improving and growing.” That's another great answer, because you are not just giving one
reason why you want to work for them, but you're actually giving three. I can pretty
much guarantee that the rest of the applicants at the Call Center Team Leader interview,
will just give one reason. But this shows that you've really looked into them, and you
are picking out the positive aspects of their organization. The next interview question
we need to prepare for is: What skills and qualities are required to become an effective
Call Center Team Leader, and what do you expect to be doing on a daily basis? This is assessing
your knowledge of the role. And the only effective way to answer this Call Center Team Leader
interview question correctly, is to read the job description and then list the skills and
qualities contained within that document. I've done the research for you. Here is my
suggested answer. “You need a variety of skills and qualities to succeed as a Call
Center Team Leader including, strong interpersonal, communication and motivational skills, a drive
to be successful and also setting and maintaining high standards. You also have to be a good
organizer and be willing to take responsibility for everything that happens within your team.
Finally, you have to be commercially aware and also build strong relationships with the
Senior Management team so that you are constantly aware of what the organization’s strategic
objectives are. In terms of what I will be doing on daily basis, this will include being
responsible for the performance of the call handlers and agents within my team, monitoring
their performance, carrying out regular appraisals and also coaching and motivating all staff
to constantly improve and develop so we can consistently meet our targets.” The next
Call Center Team Leader interview question I need you to prepare for is: Describe a situation
you were in where you dealt with stress and pressure at work? Make sure you give a SPECIFIC
SITUATION you have previously been in when answering this behavioral type Call Center
Team Leader interview question. Here is my suggested answer. “I was working in a previous
role as a Call Center Team Leader and we had three members of staff call in sick at short
notice. This left the team in a difficult situation as we were expecting high call volumes
on that particular day. To plan for the day ahead, I quickly drafted in one member of
staff from another department to help us out, and I quickly trained them up so they could
take general calls from customers. I also made myself available to take calls once demand
started to increase. Throughout the day, the calls kept coming but I constantly motivated
and encouraged my team whilst also taking numerous calls myself when time permitted.
Despite the pressure we were under, we still managed to maintain our call targets and provide
high levels of customer call satisfaction rates. I actually prefer to work in an environment
where I am under pressure, as you really get to test your skills and resilience levels.”
That shows that you can handle stress. You are giving a specific situation you've been
in that proves that it's not a problem for you. You can solve problems and adapt to situations
and overcome all difficulties. And let's face it, as a Team Leader, you have to be accountable
for what goes on within your team, and that proves you can do it. So it's a great answer!
The next thing… don't go anywhere, I will quickly show you these. If you want to download
my 23 Call Center Team Leader interview questions and answers, CLICK THAT LINK in the top right
hand corner, it takes you through to this website here. It's called PassMyInterview.com.
Thousands of people are passing their interviews from around the world using my suggested interview
questions and answers. They are unique. You can't find them anywhere else. At the very
least, come through to this page and check out those 23 questions I recommend you prepare
for. And then you can download them if you want to. There are also 4 tips for you on
this page for preparing effectively for a Call Center Team Leader interview. Make sure
you read those, because I believe they are the difference between success and failure
at a Call Center Team Leader interview. So, thank you for watching. Don't forget to connect
with me on LinkedIn.com. Please do SUBSCRIBE to the channel and also give the video a LIKE.
I very much genuinely appreciate your support when you do so, because that tells me you
enjoy the content and I will then spend my time creating more for you. Thank you for
watching. Have a brilliant day and I wish you all the best for becoming a Call Center
Team Leader. Have a brilliant day. Thank you.