Role-specific Call Center Team Leader Interview Questions & Answers:

1. Explain me are you prepared the handle the high-pressure environment?

I am a very organised person, and I do my job punctually and professionally. Emergencies don't faze me, as I always leave time for unscheduled, surprise tasks.

2. Tell us what do you enjoy about working in a call center?

I love talking to people, so it's always enjoyable for me to interact with people over the phone. Plus, being able to help people solve their problems is a very rewarding job.

3. Explain me what is the salary you expect to make here?

Ideally, you would just request the standard salary for someone with your qualifications rather than a specific figure. If the interviewer asks for a specific figure, keep it reasonable without aiming too low or you may end up making less than you deserve. Do some research to find out how much someone with your qualifications should earn at a call center.

4. Tell us how would you handle a high pressure environment?

I am highly organized, and I prioritize my workload so that everything gets done on time and with high quality. I also leave room for urgent tasks that might be assigned to me so that my schedule is basically unaffected by emergencies.

5. Tell us how would you handle a call from an angry customer?

I'd let them express their anger, hear them out, and take note of any key points. I'd make sure to repeat the problems back and find a solution that deals with their problem within company policy. With the confirmation that the problem is solved and the customer is happy, I'd wish them a good day and end the call.

6. Explain a time when you had to handle a difficult customer?

Surely they have a story to tell, presuming they came into this role with some customer service experience. It's important to see what kind of story they choose to share. Ideally they'll explain how they were ultimately the hero in an otherwise terrible customer interaction. That they went over and above to make the customer happy, and that their manager was thrilled with the outcome.

7. Tell us what is your idea of quality customer service?

My idea of quality customer service is being able to provide customers with friendly, professional service that not only solves their problems or answers their questions, but also leaves them feeling satisfied with the service they received.

8. Explain a time where you received constructive criticism?

It's always interesting to hear how people handle constructive criticism. This is a tough one to analyze, but you can usually tell in their story if the criticism was well received. If the candidate says something like, “I appreciated the feedback”, then it's likely they weren't defensive when the advice was received.

9. Tell us do you have experience handling multiple phone lines?

In my previous position, I received training in call center procedures. My training included traditional instruction, computer training modules, and role playing. I was responsible for handling up to five phone lines at a time. Also, I am an excellent multi-tasker so handling several lines simultaneously is not an issue for me.

10. Tell us are you able to work with multiple phone lines?

While I haven't worked in a call center previously, I have juggled customer service while I was working in retail. Handling multiple customer returns each day involved a lot of multitasking with our inventory system, communicating with the customer, and accessing our POS system.