17 BPO Manager Interview Questions and Answers

The call center industry is booming, and with it, the need for qualified BPO managers. If you’re looking to start or further your career in this industry, you’ll need to be prepared to answer some common interview questions.

In this guide, you’ll find tips on how to answer questions about your experience, skills, and motivation for working in a call center. You’ll also learn how to answer questions about managing a team of call center agents.

By preparing for these questions, you’ll be one step closer to landing the job of your dreams.

Are you familiar with the BPO industry?

This question is an opportunity to show your interviewer that you have the knowledge and experience needed for this role. If you are not familiar with BPO, it’s important to explain why you’re interested in working in this industry.

Example: “I’ve been working in customer service for over five years now, and I’m very passionate about helping customers solve their problems. When I was looking for a new job, I found out about this company through my friend who works here. She told me how much she loves her job because of the great work environment and opportunities for growth. After talking to her, I decided to apply for this position.”

What are some of the most important skills for a BPO manager to have?

This question can help the interviewer determine if you have the skills and experience to be successful in this role. When answering, it can be helpful to mention a few of your strongest skills that relate to the job description.

Example: “I believe some of the most important skills for a BPO manager are communication, organization and problem-solving. As a BPO manager, I would need to communicate with my team members about their assignments, as well as provide them with feedback on how they can improve their performance. In addition, I would need to organize all of the information related to each client’s account so that I could effectively monitor our progress. Finally, I would need to use my problem-solving skills to find solutions to any challenges we may encounter.”

How would you handle a situation where a team member was not meeting expectations?

This question can help the interviewer understand how you handle conflict and whether you’re willing to hold your team members accountable for their performance. In your answer, try to show that you value teamwork and are willing to give constructive feedback when needed.

Example: “I would first meet with the employee one-on-one to discuss what I observed during their workday. I would ask them about any challenges they’ve been facing at work or in their personal life that may be affecting their performance. If there’s nothing else going on in their lives that could explain their poor performance, I would let them know that this is not acceptable and provide them with a plan of action to improve their performance.”

What is your management style?

This question can help the interviewer determine how you would interact with your team members. Your management style is a reflection of your personality and leadership skills, so it’s important to be honest about what works best for you. You can describe your management style by describing the characteristics that define it.

Example: “I am an empathetic leader who values teamwork and collaboration. I believe in giving my employees autonomy over their work while also providing them with guidance when they need it. I think this approach helps me create a positive work environment where people feel comfortable asking questions and sharing ideas.”

Provide an example of a time when you used your problem-solving skills to find a solution to a difficult issue.

As a BPO manager, you’ll need to be able to solve problems quickly and efficiently. Employers ask this question to see if your skills match their expectations for the role. Use examples from your previous experience that show how you used critical thinking to find solutions to challenging situations.

Example: “In my last position as a BPO manager, I had to manage a team of employees who were working on a project with a tight deadline. One day, one of our key employees called out sick, leaving us short-staffed. I immediately pulled in another employee to help complete the work. While we didn’t meet the deadline, we did get all of the work done by the end of the week.”

If a client has specific requirements for how they want their processes to be handled, how would you ensure your team follows through?

This question can help the interviewer understand how you would handle a challenging situation at work. Use your answer to showcase your problem-solving skills and ability to adapt to different situations.

Example: “If a client has specific requirements for their processes, I would first make sure that my team understands these needs. Then, I would ensure we have the resources in place to meet those needs. For example, if a client wants all of their calls answered within 30 seconds, I would train my team on effective call answering techniques so they know how to respond to customer questions quickly. This ensures our team is prepared to meet the client’s expectations.”

What would you do if a team member was struggling to complete their tasks on time?

This question can help the interviewer determine how you handle challenges and support your team. Your answer should include a specific example of when you helped a team member overcome a challenge, which allowed them to complete their tasks on time.

Example: “When I was working as an assistant manager for a BPO company, one of my employees had a family emergency that prevented her from completing her work on time. I spoke with her about the situation and found out she could still do most of her work but would be late turning in some assignments. I decided to let her turn in her work late while ensuring she completed all other tasks by the deadline. This strategy worked well because it gave her more time to focus on her other projects.”

How well do you understand business processes?

This question can help the interviewer assess your knowledge of business processes and how you apply them to your work. Use examples from your experience to explain how you use business processes to complete tasks, manage projects or meet goals.

Example: “I have a bachelor’s degree in business administration with an emphasis on operations management. Throughout my education, I learned about many different business processes that are important for organizations to run efficiently. In my last role as a BPO manager, I used these processes to streamline client service calls and improve customer satisfaction. For example, I implemented a process where all incoming calls were answered by one team member so callers could speak to someone who knew their account information. This helped our team reduce the time it took to answer calls by 20%.”

Do you have experience developing new procedures or processes for clients?

This question can help the interviewer understand your experience with implementing new processes and procedures for clients. Use examples from past projects to highlight your ability to create innovative solutions that benefit your clients.

Example: “In my last role, I worked with a client who was looking for ways to streamline their customer service department. We discussed several options for improving efficiency and reducing costs while maintaining quality of service. After researching different methods, we decided on implementing an automated phone system to reduce staffing needs during off-peak hours. This change saved the company money and improved customer satisfaction.”

When it comes to managing a team, do you prefer a more hands-on approach or a more delegative approach?

This question can help the interviewer get a sense of how you manage your team and whether or not you would be a good fit for their company. When answering this question, it can be helpful to mention some specific strategies that you use when managing a team.

Example: “I find that I am most effective as a manager when I have a balance between delegating tasks to my team members and taking on more hands-on work myself. For example, if one of my employees is having trouble with a task they are working on, I will take time out of my day to help them understand what they need to do to complete the task. This helps me build strong relationships with my team members while also ensuring that everyone is completing their work effectively.”

We want to ensure our clients are satisfied with our services. How would you measure customer satisfaction?

This question helps the interviewer evaluate your customer service skills. Use examples from previous roles to show how you helped clients feel satisfied with your services.

Example: “I would ask for feedback at the end of each call and survey them after their experience. I also use a variety of tools, such as Zendesk, to collect data on client satisfaction. These methods help me understand what my clients like and dislike about our services. Then, I can work with my team to improve these areas.”

Describe your process for handling customer complaints.

This question can help the interviewer determine how you handle challenging situations and whether your approach is effective. Use examples from past experience to describe how you respond to customer complaints, including how you identify the problem, solve it and communicate with customers about the issue.

Example: “I first listen to the customer’s complaint to understand what they’re experiencing. Then I research the issue to see if there are any common causes or solutions. If I find a solution, I implement it immediately so that the customer doesn’t have to wait for their issue to be resolved. If I don’t find a solution, I work with my team to develop one. In either case, I communicate with the customer regularly until the issue is resolved.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of the skills and experiences that qualify you for this role. Focus on what makes you unique from other candidates and highlight any transferable skills or knowledge you have.

Example: “I am highly organized and detail-oriented, which is why I’ve been able to manage my team so effectively in the past. In my last position, I had to train new employees who were less experienced than me, but I was still able to help them develop their skills and become valuable members of our team. I also understand the importance of communication and collaboration when working with a team, so I always try to be available to answer questions and provide feedback.”

Which industries do you have the most experience working in?

This question is a great way for the interviewer to learn more about your background and experience. It’s important to show that you have relevant experience in the industry of the job you’re applying for, but it can also be beneficial to mention other industries where you’ve gained valuable skills.

Example: “I have worked primarily in healthcare, however I have also done some work with financial institutions and retail stores. In my role as a BPO manager, I find that having experience in all three industries has helped me develop strong communication skills and adaptability when working with different types of clients.”

What do you think is the most important thing to remember when managing a team of employees?

This question can help the interviewer get to know your management style and how you think about leading a team. Your answer can also tell them what skills you have that will be useful in this role, so it’s important to show that you’re qualified for the job by giving an example of a time when you did something similar.

Example: “I believe the most important thing is to make sure my employees feel supported and valued. I always try to remember that they are people first, not just employees, and that everyone has their own unique strengths and weaknesses. When I’m managing a team, I like to take the time to learn more about each person on the team and find ways to support them as individuals.”

How often do you update your resume and what do you include in it?

This question is a great way to learn more about the candidate’s work ethic and how they view their own career. A hiring manager may ask this question to see if you’re willing to update your resume regularly, as well as what information you include in it.

Example: “I update my resume every six months or so. I like to make sure that all of my experience is up-to-date and relevant to the position I’m applying for. In my most recent resume, I included my education history, professional experience and volunteer work.”

There is a new industry trend that you’re not familiar with. How would you go about learning more about it?

This question is a great way to see how you approach new challenges. When answering this question, it can be helpful to mention that you’re willing to learn and adapt to change.

Example: “I would start by researching the trend online. I would look for articles or blogs about the topic and read through them thoroughly. After reading up on the subject, I would then reach out to professionals in the industry who are experts in the field. I would ask them questions about their experiences with the trend and what they think of it. This helps me get a better understanding of the situation and allows me to make an informed decision.”