Customer Support Team Leader

For a Domestic Voice Process – Team Leader interview, use these focused questions:

Introduction

Tell me about yourself.

Briefly explain your Team Leader experience in a domestic voice process.

Why are you looking for a job change?

Team Management

How many agents have you managed?

How do you handle low-performing agents?

How do you motivate your team to achieve targets?

How do you deal with absenteeism and late coming?

How do you manage team conflicts?

Operations & KPIs

Which KPIs have you managed?

Explain CSAT, AHT, FCR, Quality, Productivity, Shrinkage, and Attrition.

How do you improve AHT without affecting quality?

How do you improve CSAT?

How do you reduce shrinkage?

How do you ensure daily target achievement?

Coaching & Feedback

How do you conduct One-on-One sessions?

What is your coaching methodology?

How do you provide constructive feedback?

How do you track an agent's improvement after coaching?

Customer Escalations

How do you handle customer escalations?

Describe a difficult escalation you resolved successfully.

Reporting

Which MIS reports do you prepare daily?

How do you share performance updates with Operations Managers?

Scenario-Based Questions

An agent's AHT is high, but quality is excellent. What will you do?

Your team's CSAT has dropped by 10%. What is your action plan?

Three agents call in sick on a busy day. How will you manage service levels?

A top performer is creating a negative impact on team culture. How will you handle it?

Your team missed its monthly target. What will be your recovery plan?

Closing Questions

What is your biggest achievement as a Team Leader?

Why should we hire you?

Do you have any questions for us?

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.