Handling telephone interviews
As the contact centre recruitment market becomes increasingly competitive, it is becoming vital for those looking for jobs at a managerial or supervisory level to be well prepared before embarking on rounds of interviews.
In an industry where cost efficiency, productivity and standards are the watchwords, it is crucial that you are able to demonstrate not only an experienced track record but, just as importantly, an ability to embrace new concepts and techniques; don't forget this is the industry that never sleeps.
Managers: what to expect
From an employer's perspective, there is a variety of criteria potential managers are required to fulfil. The key issue is an applicants' ability to manage groups of people to maximum productivity, and hence maximise cost-efficiency.
This will include the ability to apply and perform motivational skills, regular reviews, appraisals and career development advice, as well as key day-to-day issues such as maintenance of group performance and discipline.
It is also becoming accepted that managers will need to have some experience of recruitment, while strong candidates will also demonstrate some form of budgetary management experience including responsibility for profit and loss.
Supervisors: what to expect
For supervisors, there is a slightly different emphasis. Where as there is perhaps slightly less responsibility for strategic decisions, a supervisor will be primarily responsible for the day-to-day running of the team, including such duties as drafting of shift rotas, maintenance of attendance and annual leave records.
For those looking to move into management, the role of supervisor offers an excellent opportunity to gain a grounding in the basics that will be required at that level.
The interview: what to expect
As contact centres continue to develop and expand both technologically and physically, competition for coveted managerial roles is hotting up. In this environment, it is crucial for candidates to have prepared effectively for interviews.
As much contact centre business is extremely statistically-orientated, it is important for candidates to highlight achievements in this area, whether it be the management of sickness leave, annual attrition or yearly profit and loss.
There is no reason why you should not demonstrate this through the use of actual statistics. It is also fair to say that candidates who can demonstrate a variety of experience will probably have more success.
The current trend within contact centres at the moment seems to be a move to reduce the number of levels within the so called 'contact centre family tree', thus requiring managers with a greater breadth of experience. Within these parameters, performance management and productivity are the standard indicators; recruiters are now looking for applicants with an extra string to their bow.
Expect to ask questions
As is always the way, employers will often want to talk about the performance and success of their own business and it's therefore essential you come primed with targeted and relevant questions. If you are applying via a recruitment consultancy you should be able to ask your contact for guidance.
You might be advised, for example, to enquire about the employer's performance management and career development programmes. Does the centre have any particular minimum in-house standards agents have to achieve? Is the company an 'investor in people'? What are the key issues affecting staff at present? These sorts of questions will hopefully provide the interviewer with an insight into your knowledge and, just as importantly, your interest, as well as your eagerness to make your team a success.
You should try to secure yourself a head start by being as informed and up-to-date as possible on the latest technological developments, attrition levels, regional variations and, if applying for a multi-national company, pan-European and global trends. The majority of this information can be sourced either via the Internet or in many cases, if you are applying through a recruitment agency, through your consultant.
The key message therefore, is that if you are aspiring to managerial or supervisory roles, you need to not only be aware of the speed of change within the industry, but be prepared to be examined on your ability to run with it.
