Knowledge of call center squad leaders, call center squad leader interview questions and answers

To put it bluntly, it is to write the job responsibilities of the call center squad leader, and the responsibilities of the call center squad leader include:

1.Break down sales tasks and lead team members to complete sales goals.

2.The volume of dialogue is carried out, and the shift is reasonable and scientific.

3.Inspect, deal with on-site problems, adjust the on-site atmosphere, and provide relevant guidance to agents.

4.Statistically analyze on-site data and summarize and report KPI indicators.

5.Report to superiors, make suggestions, etc.

In short, first put forward the job responsibilities and then explain the role of the squad leader: it is a bridge between the previous and the next.

To put it bluntly, the squad leader is a coach-level figure, responsible for the team members, responsible for the supervisor, and the work done must also take the lead, first of all, the business knowledge must be proficient, and again, there must be a strong sense of responsibility, and at the same time, they can find and find out the weaknesses and advantages of their own team members, so as to better let them play their strengths and sense of responsibility.

Go to 51callcenter**** has ready-made, I also have this, but I can't paste it in ppt format. You can ** say hi to me and I'll send it to you. Team leader training materials, I don't know if you want them.

One: lead by example and play a good role in demonstration. Two:

Manage group members, provide help when they need help, and comfort team members when they have mood swings. Three: most of the specialists of the call center are young and girls, need to be more patient and meticulous, usually need to mingle with the team members after work, when the team members have mistakes must be strict, and can be the same as the big sister to the original designated career plan.

Go to our call center to manage the group.

Mandatory question: What do you think are the projects that can be improved in the current work of the squad leader, and please elaborate on your rough suggestions for improvement?

Key points of answer: Be able to analyze in an orderly manner according to the perspective of the squad leader's position, and comply with the on-site operation rules.

Scoring rules: 16-20 points are awarded if the results are reasonable, and the ideas are clear and reasonable. 8-15 points are awarded for the reasonable presentation of the results but poor thinking, and 4-7 points are awarded for the unreasonable presentation but can give a clear analysis from your own perspective.

If the explanation is unreasonable, and the reason for the unreasonableness cannot be clarified, the bottom of the ideological consciousness level is awarded 0-3 points.

Random Question 1: How do you deal with a disagreement with your supervisor at work? Key points:

1) Obedience should be the first feedback state;

2) Be able to calmly analyze the reasons for differences of opinion and their own problems, and be able to communicate effectively with the squad leader.

Scoring rules: two main points, unclear thinking, no points if you do not answer the main points. If the idea is correct, 5 points are given for answering a point correctly. Negative feedback such as skipping the level and not cooperating with the work will be directly judged as 0 points.

Random question 2: For the current ** service room'The composition of the agent structure, please share what you think is the most important work of the squad leader?

Key points of answer: Be able to stand in the perspective of the squad leader's position, analyze in an orderly manner, and reflect the meaning of work.

Scoring rules: 5 points will be deducted if the work content that meets the premise of the question can be given, but the explanation is not clear. Answers that do not meet the meaning of the question, are unreasonable in analysis and have a low level of ideological consciousness will be given 0 points.

Random question 3: If this competition is successful, have you ever thought about starting a team slogan in the group? If so, please share the meaning.

Key points: Be prepared to give a clear team slogan, and reasonably explain the definition and role of the slogan.

Scoring rules: 5 points will be deducted if the team slogan that is in line with the team cohesion building can be given, but the meaning is not clear. A team slogan with no connotation and a lack of convincing answers are given 0 points.

Random question 4: For the current situation of high employee turnover rate, please express your personal opinion and find out the main reasons?

Key points: Be able to analyze the reasons for the high turnover rate based on the current situation of the department.

Scoring rules: If the analysis results are reasonable, and the thinking is clear and reasonable, full marks will be given. The analysis results are reasonable, but the thinking is not good, give 5 points, the analysis is unreasonable, but can stand in your own perspective to give Yan Yin a clear analysis, give 5 points.

The analysis is unreasonable, and the reason for the unreasonableness cannot be clarified, and the ideological consciousness level is at the bottom, and 0 points are given.

Random question 5: Please analyze the difference between the position of squad leader and the position of team leader from your point of view, why do you understand it so much:

1. Key points of answering:

1) Be able to clearly point out the different priorities in the work of the team leader, and find out 1 or 2;

2) The reason for understanding is based on the difference, and the focus is that the cognition is reasonable and well-founded.

2. Scoring rules:

5 points will be deducted if there is a deviation between the content and the actual situation, and it is not convincing. 0 points are given for not digging deep into the focus of the question or understanding the confusion of the elaboration.