When sitting for a call center supervisor job interview, you may be asked many different questions by the interviewer(s) to confirm your suitability for the position.
Your ability to give the right answers and exude confidence that you are the best candidate for the job will depend on how well prepared you are for the interview.
Your preparation for the call center supervisor interview will be more effective if you learned about the likely questions that can be asked and practiced your responses with them.
This post provides lots of samples of the common questions you might face in a call center supervisor interview to help increase your chances of passing the interview.
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What do Interviewers look for in a Call Center Supervisor?
Interviewers are looking for candidates with the right combination of experience, skills, and personality traits to excel in this position.
They will also be seeking evidence of your ability to handle conflicts effectively, motivate staff members, and do all the work it takes to get a call center up and running; achieve measurable goals while maintaining high levels of customer service.
10 Most Common Call Center Supervisor Interview Questions (with Answers)
Here are common questions you might be asked in a call center supervisor interview, to help boost your preparation:
1. What is the best way to start a call?
The best way to start a call, particularly if it’s a difficult call, is by briefly introducing yourself and professionally explaining what you’d like from the customer as quickly as possible.
In this way you are doing them a favor by keeping their call quick so they can get on with their day.
2. How do you react when customers are rude?
I take ratings very seriously and customer service is my top priority. That’s why I wouldn’t say anything that could reflect badly on the company, myself or other customers in any way.
I would simply apologize for the inconvenience and then investigate ways to ensure that similar problems are never experienced by this customer or any other.
3. What would you do if you had one customer who wouldn’t stop calling?
I would immediately block their number so they can no longer contact us with inappropriate behavior.
If it was a matter of blocking the contact directly from my own phone, I would do that.
If it caused any kind of problem for anyone else in the office, I would make sure to get help with the situation right away.
4. How would you handle a racist customer or an irate caller?
I think everyone should be treated equally no matter what their background is and I would do everything I can to ensure that this customer or caller was treated fairly.
This might require the help of a supervisor so I would follow established protocol and get help if necessary.
5. Why should we hire you as a call center supervisor over other candidates?
I’ve been in a very similar role for a long time and always go above and beyond for customers.
I’m creative and can think outside the box when it comes to problem solving and I am very familiar with this specific program.
I’ve been a part of our organization for a long time; know how it all works and what goes into making great customer service happen successfully.
6. What is your biggest weakness?
I am a perfectionist and it sometimes gets in the way of my work. I love to have things done right, whether they are little or big details.
7. What is your biggest strength?
I am very personable and consider this one of my best qualities when interacting with customers.
8. What is your biggest achievement?
Obtaining my B.S. degree in Information Technology has been very important to me because it gives me the chance to use my knowledge of computers, but also learn new exciting details almost every day!
9. Are you willing to relocate if necessary?
Yes, of course. If the position requires me to relocate I’ll be more than happy to do so!
10. How many customers can you handle per hour?
That depends on their needs and the following tasks that I have to accomplish at that time, but about 20 or 30 within a good amount of time.
More Sample Call Center Supervisor Interview Questions
Here are more sample interview questions for the call center supervisor position that you can apply in preparing for your upcoming interview:
Sample Behavioral Interview Questions for Call Center Supervisors
1. Have you ever worked with someone you didn’t like? If yes, what was your experience?
2. Give an example of a situation in which your skills were needed but not in use. Why did this happen and how did it feel for you?
3. What was the most difficult task that you’ve had to face at work and why was it so hard?
4. What is your favorite part of working here and what would be something that we should change or improve on?
5. Describe one thing from your past experience, academic studies, or personal life that has prepared you for this job.
Sample Case Interview Questions for Call Center Supervisors
1. What would you do if a customer is returning from vacation and their phone is out of coverage?
2. How would you design the flow of a process for arranging international calls?
3. What’s your favorite Venn diagram?
4. Which company has an auto attendant feature on one of their systems that won’t let callers go through to the next step until they press 1, 2 or 3 first before connecting them to the agent? Who am I giving this example about?
5. You’re looking at two columns: “client” and “process”. Name an action that could be taken against both clients and processes for efficiency.
Sample Competency Interview Questions for Call Center Supervisors
1. What is the most difficult customer experience that you’ve had?
2. Describe a time when you successfully handled an unruly customer.
3. Tell me about your potential to work in a team environment.
4. How would your former managers or co-workers describe you?
5. What are your salary expectations?
Sample Problem-solving Interview Questions for a Call Center Supervisors
1. How would you handle phone calls and emails from clients when they’re frustrated?
2. What would you do if one of your employees was constantly making mistakes?
3. What would you do if two of your employees were fighting with each other instead of working?
4. Tell us about a time where you had to think on the spot to fix an issue.
5. Describe a time you personally benefitted from teamwork in your organization.
Sample Situational Interview Questions for Call Center Supervisors
1. What can you do for our company?
2. How would you handle an angry customer’s phone call?
3. On a scale of one to five, how important is it to be polite and respect the feelings of your customers?
4. What type of training have you had in handling difficult people on the phone and calling them back later to see if they were satisfied with their service after we left that message for them?
5. Tell me about a time when someone was not happy with the work you provided. How did you find out about this person’s dissatisfaction, what steps did you take, and what happened as a result (did the person seem satisfied)?
Sample Communication Skills Interview Questions for Call Center Supervisors
1. What do you find difficult about communicating with customers?
2. How would you handle a customer that’s screaming at you for help because they’re in crisis?
3. What experience have you had managing conflict in the workplace or among co-workers?
4. Can you think of any examples when your communication skills helped to resolve an issue quickly and efficiently?
5. Why are effective communication skills important in this position?
Sample Interpersonal Skills Interview Questions for Call Center Supervisors
1. How do you work under pressure?
2. What is your style in a group setting, and how does it differ from when you are working alone?
3. Do you have experience managing people with different personalities or skill levels?
4. Tell us about a time when things didn’t go so well. How did you handle it?
5. It’s helpful to learn more about individuals before they start their job; what would make up the ideal candidate for this position in your opinion?
Sample Company Culture Interview Questions for Call Center Supervisors
1. What is your favorite aspect of our company culture?
2. How would you improve [the] [company] [culture] for the future?
3. What are some things that have been a challenge in the past or what challenges do you anticipate us encountering in the future?
4. Are there any particular values or behaviors that we should be cognizant about?
5. How would our team work together to address these opportunities and challenges head on – as a group, as an organization, as individuals who represent various departments within this organization.
Sample Leadership Interview Questions for Call Center Supervisors
1. What qualities make a good supervisor?
2. Who was your favorite supervisor and why?
3. Can you describe the last time that you had to discipline an employee for poor performance or unacceptable behavior, what did that look like from beginning to end?
4. Walk me through a time when you had to learn something quickly.
5. What are your leadership skills?
Sample Management Interview Questions for Call Center Supervisors
1. What activities do you think a supervisor should be involved with?
2. How would you measure the success of your performance as a call center supervisor?
3. What is your management style?
4. Do you have any questions for me about our call center operations.
5. Describe what an ideal work day might look like from 9AM to 5PM.
Call Center Supervisor Interview Success Tips
Interview success is all about being prepared, so here are some of the most important things that you should do before your upcoming call center supervisor interview:
- Research the company: This is one of the most basic tips, but it’s still very important.
Make sure that when they ask you a question about the company that you’re informed and know something to say.
You should know a few things prior to going into your interview, even if it’s just little facts to impress them with.
2. Know exactly why you want the job: Make sure that you have an answer prepared for the interviewer when they ask you, “Why do you want this job?”
You should know why and hopefully it’s not just because you’re looking for a paycheck.
3. Know your strengths and weaknesses: Obviously, you’re going to be asked to list some of both on your interview sheet that will be filled out during the process.
Make sure that you know what these are and if you’ll be asked to give examples, make sure that you know some of each.
4. Know your competition: It’s not about bad-mouthing anybody else who might be interviewing for the same position; instead, learning about your competitors for the job is an opportunity to stand out from the rest.
5. Be yourself: This might sound like it goes without saying, but make sure that you are who you really are!
Don’t try to be somebody else on your interview or act differently than you would normally be because it will come through to the interviewer that you are acting.
If you’re interviewing for a call center supervisor position, it’s important to be prepared and know what questions might come up.