what are the common situational job interview questions for a call center team lead position?

Question

This is for an internal application process.. Hiring from within the company.. current position is customer service rep.

Answer 1

The questions will be different for every job but the answers, or more accurately, the way you answer is the key.

Leave the Customer Service Rep behind you and focus more on what you would do in a team of others. Try to avoid sounding too passive and answer more assertive then you would if you were going for a CSR interview. Don’t be aggressive or cocky, but don’t come across as though a gentle breeze could push you over.

Focus in interpersonal skills such as conflict resolution and team incentives. Most of your job will focus on leading the other members of your team, and not as much interaction with the customers.

Be prepared for questions that would ask what you would do if someone was doing something against policy and you had to confront them. Always answer on the side of policy, even if you don’t agree. Remember, you’re going to be one level closer to management so don’t give any impressions that you disagree with them.

Answer 2

Tell us about a time when you experienced difficulty convincing your team about an idea you had.

Tell us about a time when you had to deal with a very difficult customer.

Always answer in the STAR format. Good luck!