Interview questions for Call Center Supervisor

We analyzed 132 interview reviews for Call Center Supervisor from various job sites, social network groups and forums.

Here are the most frequent job interview questions asked by HR managers during initial phone or onsite interviews. This list does not include technical or factual questions.

10 frequent non-technical questions for Call Center Supervisor:

How would you handle a customer with difficult behavior?
Where do you see yourself in 5 years?
What makes you unique?
What are your salary requirements?
Why did you leave your last job?
What is your ideal work environment?
What is your greatest weakness?
What is the biggest lesson you've learned from a mistake you made?
What did you like or dislike about your last job?
What are your strengths? Give an example

According to our research, hiring managers looking to fill Call Center Supervisor role ask soft skills interview questions 59% more frequently than for other roles.

Call Center Supervisor interview question statistics

1. How would you handle a customer with difficult behavior?top question

How to answer

People skills are highly valued in every company, and even so much more so in a company that deals with difficult customers occasionally. It is important to show how you can manage difficult personalities.

  1. About Yourself

    Look back on your experience. Have you worked with a difficult or disruptive person? Remember how you diffused the situation and how you turned things around.

    • Do you have certain principles, or methodology, to deal with difficult people?
    • Do you have strong people skills, are you good at conflict resolution?
    • Are you high on emotional intelligence? Can you give an example?
  2. About The Company

    • What have you found about the company and its culture?
    • What have you learned about how the employees value each other?
    • How do they treat their customers?
    • Knowing their line of business or industry, what can be some examples of difficult customers?

    Do your research.

  3. About The Fit

    A question like this asked in an interview, may be an indication that difficult customers, or other difficult stakeholders, may indeed be something that you will probably encounter in this company, and it is important for the interviewer to know that you will be able to handle this challenge with good grace.

    If you can give an example of how you handled a difficult person in the past in a situation similar to what this company may require from you, this will strongly increase your chances of showing yourself as a good fit.

Pro Tip

One methodology for diffusing a difficult situation is called “the triple A” approach:

  1. Acknowledge - what the other person is feeling,
  2. Apologize - for the way the other person is feeling,
  3. Admit - that there was an issue that you are working on to get it resolved.

If it is a customer, it would add that extra touch if you added another "A" to your approach by Asking for the customer's contact information so you can update them of any progress on their issue.

Take a quiz

Take a quick quiz and check if you’re ready to answer this question at your next job interview:

Pick the best answer:

AIf the customer is rude and obnoxious, answer in kind and show him that he cannot push you around.

BListen carefully to what the customer is saying to really understand their concerns then repeat back to them what you heard to be sure you have it right, before attempting to help them with the problem.

CTell the customer that he should have known that the sale is final and there is nothing he can do to renegotiate the terms of the deal.

2. Where do you see yourself in 5 years?

How to answer

This question belongs to a family of behavioral, or even more precisely, reflective questions.

The interviewer wants to see whether you are reflective about yourself, whether you are ambitious and strive to grow as a professional, whether you like to learn and develop your skills.

They are also looking for your ambitions to fit the career path opportunities related to the position you are applying for.

  1. About Yourself

    Presumably, you are interested to grow professionally.

    Think about the possibilities that may lie ahead for you: take a personality test (I recommend 16Personalities which is based on Myers-Briggs test), research the internet on what career paths are possible with your skills and current job.

    What challenges do you like overcoming?

    For example, if you are applying for a software tester position, you may find it fascinating to master automated testing in full and eventually become a software engineer, or you may be a natural trainer and love coaching other people which may lead you to become a QA team or department lead, or you may be more interested in understanding business aspects of requirements which may logically lead you into a Business Analyst position.

    However, if you are happy just where you are and want to further your current skills, that is also fine as long as there is a growth path for you that can be imagined and described.

  2. About The Company

    Research the company to learn what career opportunities may be available in the department you are applying to, and what the trends are in the company in general.

    • Is the business expanding, are they opening new locations, or starting new projects?
    • Or are they heavily automating and cutting staff?

    Let’s say you are applying for a UX designer position for a brand-new product.

    In the future, if the product becomes a success - which is what the company hopes for - the company will hire more designers and you may become a lead designer, or you may become a product manager.

    On a side note: If you train your mind to be open to opportunities you will be amazed at how much this world has to offer to you!

  3. About The Fit

    And, of course, try to see where the perfect fit lies between your own potential and aspirations, and the company’s trends and hopes.

    However, beware of the risk of showing too much excitement for future opportunities compared to your attitude towards the current position.

    If you aren’t really excited about the position you are applying for and you demonstrate this lack of enthusiasm, the interviewer may conclude that you are not a good fit for the current position.

    Try to find a source of excitement in the current position as well, otherwise, you may be doing yourself a disservice by applying to a position you will find boring in 2-3 months.

Pro Tip

This question gives you a good opportunity to showcase your Key Selling Points (e.g. “As I am very good at delegating tasks, I can easily see myself leading a team of software testers in the future…”), and end your statement by asking about current initiatives and goals at the company.

It is generally NOT a good idea to say something like:

“Oh, I cannot imagine what happens to me tomorrow, let alone in 5 years”.

This will show you as a person who is unimaginative and not forward-thinking enough to grow with and be a good fit for the company.

3. What makes you unique?

How to answer

Essentially, this question really means "What makes you an exceptionally good candidate?"

Interviewers ask this kind of question to understand what specific skills or qualities help you to stand out from the other candidates. They want to see the evidence of strengths and soft skills you might not have included in your resume or application, but that will help you do well on the job.

It's a chance to provide the interviewer with insight into how you'd be the best candidate for a role, proving you're someone who can think on your feet.

  1. About Yourself

    Remember, unique does not mean “quirky” or “odd.” It means the skills, personality traits and other attributes you have developed over the years that make you “YOU.”

    Think about your creative skills. Maybe you combine both logical and emotional aspects at work to solve problems? Show that you are not afraid to take risks and try something new.

    It’s time for you to remember your best qualities and share the examples from your background, which highlight what you like about yourself as well as your level of confidence.

  2. About The Company

    Research the company and review the skills listed in the job description to see how well your unique attributes relate to the job requirements.

    The more you know about the organizational goals of the employer, the better equipped you’ll be to connect your unique attributes to the job. It can be helpful to think of what’s special about you and how those characteristics will enable you to make a strong contribution to the organization.

  3. About The Fit

    Prove that you're a good fit for the job and that you are compatible with the organization’s culture. Always keep it relevant to the position you are applying for.

    For example, for a management job, you might want to demonstrate communication skills, strong leadership or a willingness to take risks.

    For a job in finance, you might focus on your discretion or your meticulous attention to detail.

    If you previously worked at a small startup and now you want to transfer to a large corporation, it's important for you to mention how the experiences gained at that company have prepared you to take on the tasks at the new company and have given you a “leg up” over other candidates.

Pro Tip

While it's important to share an example or two of what makes you unique, be sure to keep it brief. You don’t want the interviewer to think your unique quality is “talking too much.”

Mention that you always try to find the creative approach to non-standard situations.

Providing strong examples shows the interviewer that you're results-driven. Never use generic phrases like “I’m a hard worker” or “I’m a perfectionist” to answer their questions.

Now that you have read some of our recommendations, you may wonder: “Ok, so what’s next? I seem to understand these concepts quite well and they kind of make sense to me, but how do I make sure my answers are actually in accordance with these recommendations, and I will stand out as a strong candidate in my upcoming interview?”

Good question. Assuming you are indeed qualified and fit for the position you are interviewing for, the best thing you can do is make sure the interviewer sees this fit.

There are two ways how you can leverage Mr. Simon’s expertise to help you shine your best:

  1. Go ahead and practice with the Mr. Simon app - it is a completely free, fun and helpful experience!
  2. Request a mock interview with a real human career mentor. During the session we will help you identify your Key Selling Points to emphasize in the interview, and to present them in a way that strongly communicates your value to the company. The 1-hour session costs USD 79.99 and is supplemented by 2 weeks of support via email, free of additional charge.

To request the session, shoot us an email to coaching@mrsimon.ai and attach your resume and job description to expedite the process.

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4. What are your salary requirements?

How to answer

This question seems factual, but it gauges how well you value yourself and how well you know your industry.

This is your opportunity to present yourself as a qualified professional and get a proper salary!

Read on to learn how you can answer this question with confidence, using an analytical approach. The answer may be given as a range or as a single target number.

  1. About Yourself

    The first thing to research is the salary range for your role in the market. What is the industry standard?

    Next, think of your qualifications for the role. Weigh in your traits, skills, education, and experience. Try this exercise, draw a line on a piece of paper where on the left side sits a complete beginner, and on the right side - the best professional in the world the company may try to invite for the role. Where do you position yourself?

    Now, remember that once you start in your new role, your qualifications will be growing fast, due to all the new experience you will be gaining - consequently, your value will rise as well. Your salary, on the other hand, will not increase as quickly. So, try to imagine where your qualifications will bring you, on that scale, in about a year into the new job.

    Map the scale against the industry range. Now you should be able to come up with an objective figure, as opposed to pure speculation.

    This is not real math, however, so your number cannot be very precise, of course. Define a range, which starts with the minimum that will keep you satisfied a few months into the job, and the maximum which, a year into the job, will give you the lifestyle you would ideally like to have at that time.

    Make sure the range stays within 40%-60% between extremes. Remember, the higher the position up the ladder, the wider the range can be. What is the number in the middle? Will you feel comfortable with this number?

  2. About The Company

    Research the company and find out what they are paying. The best places to find this information are Glassdoor, LinkedIn, PayScale and other similar websites.

  3. About The Fit

    Based on your research, does the company fit your desired salary range?

    Now, whether you should be giving a range, or a single target number is a matter of debate. I personally think that a single number, given in a suggestive manner, is better than the range, because when given a range, they may logically gravitate towards the lower end, especially since you’ve said that the lower number is acceptable.

    One example of how to structure your answer of a single target number is this:

    I have done my research and based on the average for the industry, location, and my level of expertise, something like XXX seems reasonable to me. What do you think?

    Besides giving the factual answer that the interviewer is asking for, such an answer will also show you to be someone who takes the initiative, who goes the extra mile, and someone with data-driven and analytical mindset.

Pro Tip

Firstly try asking the interviewer to give you their intended range as budgeted for this role, which is a regular practice in most companies. However, don’t be too evasive and if you see they are not inclined to give you their number, name yours.

5. Why did you leave your last job?

How to answer

This question may be a little touchy for some people, but it's a question asked by interviewers, to find out why you left, in order to better understand how you may or may not make a good fit with their company.

Remember, never speak ill of your old company (this will not go over well).

  1. About Yourself

    Most likely, there are three possible reasons you left or are leaving your last job:

    • You are looking for a career change
    • You are unhappy with your current employment
    • You were let go.

    Whatever the reason, it's best to always speak in a positive light.

  2. About The Company

    Based on your research about the company and the position, what do you like most about the company?

  3. About The Fit

    If you are looking for career advancement or a career change, you can be very upfront and honest. Be as enthusiastic as you can about the position.

    If you were unhappy with your previous job, focus on the positives. Talk about the ways that you will best fit in with the company, in the role for which you're applying.

    If you were let go, focus on the positive. Share your accomplishments at your previous employment.

Pro Tip

Whatever the reason you are looking for a new opportunity, always turn things around to show how you are the perfect fit for the job for which you are interviewing!

6. What is your ideal work environment?

How to answer

Happy and motivated employees are great at work when compared to employees who are uncomfortable with the organization’s work culture. This means that work culture plays an important role in the performance of the employees.

Interviewers ask this question to understand your potential in the workplace and your personality; they want to uncover whether you’re the sort of individual who can excel in the type of environment they offer.

  1. About Yourself

    To describe your ideal work environment, you need to make the answer fit both your professional and personal preferences.

    • What inspires and motivates you?
    • What kind of work environment helps you to be at your best?
    • What talents can you reveal when you are comfortable?
    • What aspects of your character can increase your professional opportunities?
    • Are you flexible enough to adjust to different environments without any issues if needed?
  2. About The Company

    Your answer should reflect the working environment of the business you’re interviewing with, so it’s important that you research the company thoroughly.

    Head over to their website and read their mission statement and other hints at their culture.

    Look on LinkedIn for any contacts you may have that know about the company (or even better, that actually work or worked there) and reach out to them for insights. Read feedbacks on websites like Glassdoor.

    • What goals does the company have?
    • Does it have formal or informal structures?
    • What does it value in its employees?
  3. About The Fit

    Work environment not only means the culture of the company but also refers to the physical place where you will be working.

    In addition to considering the type of company you will be working for, you should also think about things such as the size of the office, the size of your future team, and what you see around you, when you are in for the interview.

    Make sure that your vision aligns with the company’s existing cultural and physical environment.

    Regardless of the size of the company, you should be able to tell the interviewer why that company fits what you are looking for.

    If you are applying to a larger company, you might want to emphasize that job security is important to you.

    If your prospective job is with a smaller company - state that knowing everyone’s name allows you to feel connected.

    To convince them that you’re the ideal candidate you should focus on your aspirations for future and professional growth.

    Also, mention your teamwork skills. Say that it should be the place where you can work with different people to produce the best results possible.

    Ensure the interviewer that you are someone who knows exactly what you want.

Pro Tip

If you want to leave a lasting impression of yourself, don’t build your answer just with the company, its website information and its manner of operations.

Try to be unique and stay away from clichés.

7. What is your greatest weakness?

How to answer

This question ranks as the most challenging for many people. Fortunately, Mr. Simon is here to help!

Interviewers ask this question to gauge your level of self-awareness, your honesty and openness, and your capability for self-improvement.

  1. About Yourself

    No one is perfect and your interviewer doesn't expect you to be perfect either.

    While it is good to be honest and open, it will not help you to put yourself down.

    What's important is to find a weakness that you have overcome or something that is not related to the position for which you are applying.

    For example, one of our clients admitted that he is not very good at public speaking and that he has recently become a member of Toastmasters International to improve. What a respectful answer and approach, in my view!

  2. About The Company

    Research the company (website, social media, etc) to learn about the company culture.

    What personal and professional qualities do they value?

  3. About The Fit

    It is important that the weakness you decide to talk about is not one that will prevent you from performing the job for which you're applying.

    For example, if you're applying for a front-end developer position, do not talk about how you are struggling to understand HTML code.

Pro Tip

Use this question to sell yourself!

It's important to show how well you've overcome a weakness by motivating yourself and learning a new skill to grow professionally.

Take a quiz

Take a quick quiz and check if you’re ready to answer this question at your next job interview:

Which of the following would be the best answer:

ASometimes I just work too hard

BI have trouble saying “no” when a colleague asks for help and I have my own work to finish

CI am a perfectionist

DI cannot think of a single thing

8. What is the biggest lesson you've learned from a mistake you made?

How to answer

It’s important to know how to answer a job interview question about mistakes.

They ask questions like this to learn how you handle challenges.
They also want to determine your weaknesses, and decide if you have what it takes to do the job well.

It’s a chance for the interviewer to see that you can learn from your mistakes and use the experience to get better.

  1. About Yourself

    Do your best to tell a positive story about how the mistake was made, how you dealt with it and what learned from it.

    We all make mistakes from time-to-time. Answering some of the following questions will help you understand your own view of dealing with mistakes and their consequences.

    For instance:

    • How do you use a mistake to improve your abilities?
    • Are you self-aware enough to acknowledge failure and weakness?
    • Do you take smart risks?
    • How do you view success, failure, and risk in general?
    • Do you take responsibility for past mistakes instead of putting the blame on others?
    • If the situation repeats, what would you do differently? What would you do again?
  2. About The Company

    Before the interview, look over the job listing, research the company.

    Try to think of a mistake you have made in the past that is not too closely related to the requirements of the job you are interviewing for. What kind of challenges might you face if you get the job here?

  3. About The Fit

    It’s your opportunity to emphasize the skills or qualities you gained from your past negative experience that are important for the job you’re interviewing for now.

    Put a positive spin on your response by defining the “mistake” as a “learning experience” that led to your increased competency in the workplace.

    Talk about a specific example of a time you made a mistake. Briefly explain what the mistake was; quickly switch over to what you learned, or how you improved, after making that mistake.

    You might also explain the steps you took to make sure that mistake never happened again. Say that something you may have struggled with in the past has actually now become one of your strengths.

    Pick a story that ends with a compelling example of a lesson learned. Tell your story using the STAR method.

Pro Tip

Make absolutely sure that the interviewer understands that you learned from the experience.

Never blame others for what you did (however, if you were part of a team failure, you could relate this experience, just be sure to own up to your part in it).

Always be accountable for what you could have done differently in the failure. Demonstrate that you’ve had the maturity to benefit from previous “lessons learned” and you can move on with increased wisdom and competency.

9. What did you like or dislike about your last job?

How to answer

Your answer to this question will show the interviewer your overall perspective (positive or negative) of your prior role and your approach to what you liked (or didn’t like) about that aspect of your work. While answering such a question remember that diplomacy is the key to corporate success.

The answer you give to this question can say a lot about you, for example:

  • Can you handle situations professionally when you deal with pressure?
  • What strong qualities (your Key Selling Points) can you emphasize answering the question?
  • Are you a positive person, and not someone who complains, holds grudges or badmouths their co-workers or boss?
  • Do you exhibit loyalty, enthusiasm, dedication, and energy?
  • Are you easy to work with?
  1. About Yourself

    Reflect on yourself; stick to the facts and don’t go into emotions.

    List the things you were responsible for in your last job.

    • Which of them did you like most? Why?
    • What were the responsibilities you liked less? Why?
    • Was there anything you consider completely unacceptable?

    If you feel that your answer will not be complete without a nod toward the negative aspects, then keep it focused on tasks, situations, or company structure, and not on people. The overall tone must be positive and friendly.

  2. About The Company

    • What does your research tell you about the company you are applying to?
    • Will there be situations like those in your former job you don't want to get into again?
    • What are the requirements for the position?
    • What challenges will you face there?
    • What responsibilities will you be tasked with?
  3. About The Fit

    Which of the responsibilities you liked will also be part of your future responsibilities in your new role? Don’t forget to show your excitement while telling about these.

    If there were responsibilities you disliked that are not part of the job description, don’t bring them up.

    By asking about your feelings toward a previous job the interviewers often aren’t that interested in the list of actual likes or dislikes you can provide. Rather, they’re trying to judge your character by listening to the tone and attitude with which you respond to a tricky question.

    However, details of your likes and dislikes can also reveal whether you'll be a good fit culturally at the company at hand. Showing excitement about responsibilities that will most likely be included in the role you are applying for can help strengthen your position as a fit.

    Mentioning that you are ready for more challenges and opportunities, that the position you are applying for is a great match for your skillset and that you feel you would be an asset to the company or department is often a safe way to show your excitement.

Pro Tip

Telling your stories, use the “sandwich method”: start off by mentioning a positive, then mention the negative, and try to pivot back around to something positive.

You can do that by talking about how you managed the aspect you disliked, or by making a connection to the job you're interviewing for.

10. What are your strengths? Give an example

How to answer

Many people think they know their personal strengths and consider this question simple. However, to impress your interviewer you must be ready to turn your response into a meaningful and insightful answer.

It’s an open invitation to talk about your Key Selling Points, your accomplishments and to show how you match the employer’s values and requirements.

You must be ready to stand out and demonstrate your unique value as a candidate.

  1. About Yourself

    Reflect on your best professional qualities. What are they? Are you dependable, flexible, friendly, hardworking, a strong leader, formal, punctual, good team player?

    Pick at least three personal strengths that will help you at your new workplace, and make sure you can give specific examples to demonstrate why you say these are your strengths.

    If no key strengths spring to mind, ask your friends or colleagues what they think your greatest strengths are. What examples can demonstrate your success due to these qualities?

  2. About The Company

    Make sure to research the company and read the job description thoroughly in order to identify the key strengths required for the role.

  3. About The Fit

    Recruiters and hiring managers want to know how your strength relates to the job you’re applying for.

    Match the skills required by the position with your list of strengths. Choose up to 5 top skills. These are your Key Selling Points! Prove your point by providing examples.

    Craft your stories using the STAR method.

Pro Tip

Tip 1: Aim to strike a balance between over-confidence and underselling yourself. If you list too many strengths, you risk sounding arrogant. Listing too few implies a lack of confidence or even a lack of skills.

Tip 2: One of the most in-demand skills nowadays is being adaptive. In order to emphasize your adaptiveness, try to think of an example when you had to quickly learn something new, or quickly become a team member with a completely new group of people, or started contributing quickly in a new environment or project.

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This page has been updated on January 5, 2021.

You can practice answering this question, as well as over 160 other common job interview questions for Call Center Supervisor by engaging in a mock interview with Mr. Simon. As an artificial being, his undeniable benefits include:

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