| In the call center environment we are
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| | someone who can build relationships and
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| often only as successful as the people we
| |
| | who also understands that different
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| hire. While our front line employees are
| |
| | people need different motivators.Tell me
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| critical to our business, choosing the
| |
| | about some of the motivational factors
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| right managers powerfully impact your
| |
| | that you see as pertinent for effective
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| success. So what makes a good manager?
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| | team development? What kind of team was
|
| Ask 100 people and you might get 100
| |
| | being developed? What did you learn?Tell
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| different answers. While the behaviors
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| | me how you have increased workers morale
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| that make a great manager may be open to
| |
| | and what was the benefit?Describe for me
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| interpretation, there are some
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| | your most successful motivational
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| competencies and corresponding questions,
| |
| | effort.Today's managers must also be able
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| which stand the test of time.I think the
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| | to take raw talent and develop direct
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| face of business has entered an era of
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| | reports. Setting clear goals and
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| global mobility and flexibility. To be a
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| | directions, assigning work fairly and
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| successful manager in today's business
| |
| | providing timely feedback, accomplish
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| world you have to be able to shift gears
| |
| | this. They must be able to deal with
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| and cope with change effectively. You
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| | problems effectively and provide ongoing
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| have to be able to make decisions without
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| | development plans. Effective Managers
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| knowing all of the details or be able to
| |
| | are aware of their people's career goals
|
| see the big picture. Today's managers
| |
| | and provide challenging and stretching
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| have to be able to function in an
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| | tasks in order to help them reach those
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| atmosphere of ambiguity in order to be
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| | goals.An effective candidate will have
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| successful.Learning how to deal with
| |
| | the ability to provide ongoing coaching
|
| ambiguity is no small task and some
| |
| | and feedback that improves performance.
|
| managers are more comfortable with it
| |
| | They will understand how people learn and
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| than others. You can discover a
| |
| | will set clear goals and outcomes for
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| candidate's comfort level with a few
| |
| | ongoing development. How will you know
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| questions that assess how well they
| |
| | if your candidate can develop people?
|
| handle ambiguity.Tell me about a time
| |
| | Look for answers where they were in a
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| when you had to make a decision without
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| | developmental role even if they weren't a
|
| having complete information. What did you
| |
| | manager of direct reports.Tell me about a
|
| learn?Tell me about a time when you were
| |
| | time when you worked with someone to help
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| not given clear instructions regarding a
| |
| | them learn a new skill. What steps did
|
| task to be completed and how did you
| |
| | you take? What was the outcome?Tell
|
| handle it.Given that we face an
| |
| | about at time when you set objectives or
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| ever-changing market place, effective
| |
| | goals that forced others to stretch in
|
| managers must have strong Business
| |
| | order to accomplish them.Give an example
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| Acumen. They have to be aware of the
| |
| | of when you maintained two-way dialogue
|
| competition, best practices and market
| |
| | with others about work and work results.
|
| trends to stay ahead of the game.
| |
| | What was the result?Very few people in
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| Today's managers must not only think
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| | today's business world are responsible
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| about getting the job done today but must
| |
| | for providing the end product or service
|
| focus strategically on what it will take
| |
| | alone. Managers need to be able to build
|
| to get the job done tomorrow. They have
| |
| | effective teams and relationships in
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| to be able to track data, trends and
| |
| | order to accomplish business priorities
|
| information with an eye on how it is, or
| |
| | and goals. They define success in terms
|
| will, impact their business.Can your
| |
| | of the whole team's performance and will
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| management candidate synthesize
| |
| | allow people to be responsible for the
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| information and make appropriate
| |
| | work they do. They must balance that
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| decisions based on the data available to
| |
| | with the ability to provide the
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| them?How do you stay up to date on your
| |
| | information their team members need to do
|
| competition? What are their strengths?
| |
| | complete their tasks while helping them
|
| How do you attack them? What do you see
| |
| | feel good about the work that they do.
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| happening with them in the future?What
| |
| | Informing is a critical task in
|
| are your key sources for business
| |
| | productivity and team building.In call
|
| information? How frequently do you need
| |
| | centers a manager often leads a team,
|
| use them? Give me an example of how you
| |
| | while participating as part of a team.
|
| have used information gained from this
| |
| | Can your candidate build effective team
|
| material in a sales situation?What global
| |
| | relationships?Tell me about a time when
|
| factors are currently affecting business
| |
| | you perceived that someone was not happy
|
| here in the United States? What has been
| |
| | on your team. How did you find out they
|
| the cause? How are companies/industries
| |
| | were not happy and what did you do about
|
| responding to these factors?Having
| |
| | it? What did you learn?Give me two
|
| Customer Focus is more important now than
| |
| | examples of when you used different modes
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| ever. Customers have more choices about
| |
| | to convey the same information.Tell me
|
| whom they do business with. A manager
| |
| | which of the following is your favorite
|
| that can establish effective
| |
| | mode of communicating at work, written,
|
| relationships with customers is able to
| |
| | oral, or email. Give an example that
|
| create customer loyalty and build trust.
| |
| | shows why it's your favorite.Tell me
|
| Interaction with the customers allows
| |
| | about a time when you initially did not
|
| managers to garner customer information
| |
| | feel good about being a team member, and
|
| to use it for improvements in products
| |
| | what you did to change your feelings.
|
| and services. Businesses that act with
| |
| | What did you learn?Let's be realistic,
|
| the customer in mind have proven to be
| |
| | today's business needs to be productive,
|
| more successful.Does your management
| |
| | competitive and profitable. An effective
|
| candidate interact with customers? Do
| |
| | manager has to be able to Drive for
|
| they have customer service experience
| |
| | Results and exceed goals. Companies
|
| that can drive your call center
| |
| | won't be in business long if they cannot
|
| performance? How do you know they will
| |
| | keep an eye on the bottom line while
|
| be able to resolve customer issues that
| |
| | pushing for results. In order to create
|
| may arise? You might ask them about
| |
| | a successful business, great managers
|
| several customer service experiences.Tell
| |
| | first must understand their business,
|
| me about two customer related situations,
| |
| | their customers and their people and be
|
| which were personally difficult for you?
| |
| | able to take that information and use it
|
| What made them tough to deal with? What
| |
| | to mold results.Today's competitive
|
| did you learn?How do you get and keep up
| |
| | environment requires a manager that can
|
| to date information from customers and
| |
| | think on their feet, motivate others and
|
| what do you do with it?Today's global
| |
| | create success despite the odds. Can
|
| economy requires that managers be able to
| |
| | your can candidate provide examples that
|
| interact and understand all kinds and
| |
| | encourage you to hire them?Tell me about
|
| classes of people. They must manage
| |
| | a time when you got results even though
|
| diversity dealing effectively with all
| |
| | some significant factors were working
|
| races, nationalities and cultures.
| |
| | against you (competition, internal
|
| Managers today need to be confident in
| |
| | customer differences, budget, etc.).
|
| hiring variety and diversity by
| |
| | What did you do that made you different
|
| supporting equal and fair treatment for
| |
| | from the others?Tell me about occasions
|
| all.Managers who can work effectively
| |
| | where you far exceeded expectations.
|
| with divers groups are becoming more and
| |
| | What were the expectations and what did
|
| more necessary. How will you know if
| |
| | you do to exceed them?Give me an example
|
| your candidate has the skills you need to
| |
| | of a business situation in which you had
|
| grow in a global environment?Describe a
| |
| | to think and act quickly. What was the
|
| situation in which you were able to
| |
| | problem? What alternatives did you
|
| effectively "read" another person and
| |
| | consider? What were the results of your
|
| guide your actions by your understanding
| |
| | decision?Finding a candidate with the
|
| of their needs and values.Tell me about
| |
| | perfect balance of all of these
|
| the most difficult or frustrating
| |
| | competencies might be difficult. Decide
|
| individual that you've ever had to work
| |
| | which results are most important to you
|
| with, and how you managed to work with
| |
| | and your organization, determine which
|
| them.A significant part of being an
| |
| | competencies best match your needs and
|
| effective manager and producing results
| |
| | consider asking the related questions in
|
| is being able to Motivate Others.
| |
| | your interview process. Look for
|
| Effective managers are able to create a
| |
| | individuals with the best mix of
|
| climate in which people want to do their
| |
| | attributes and skills. With the proper
|
| best. They make people feel as if their
| |
| | competencies in mind choosing the best
|
| work is important and they empower people
| |
| | candidates will be an easier task. You
|
| to contribute ideas, make decisions, and
| |
| | can be confidant about the people and
|
| share ownership. Managers are able to
| |
| | develop and be at ease to be judged by
|
| deduce individual motivators and use them
| |
| | how good they are.Carole Sue Jones is a
|
| to increase performance.Motivating people
| |
| | contributing writer for Interactive
|
| is about tapping into their ego, their
| |
| | Quality Solutions. She is a training
|
| desires or their future goals. Finding
| |
| | professional and instructional designer
|
| someone who can readily motivate people
| |
| | focused on management development.
|
| can be challenging. You will need
| |
| |
|
