This question is designed to evaluate your ability to lead and manage a team, particularly in a customer service context. When answering, focus on specific examples from your past experience where you successfully managed a customer service team. Highlight your leadership style, any challenges you faced, and how you overcame them. Mention any metrics or KPIs you improved, such as customer satisfaction scores, response times, or resolution rates. For example:
"In my previous role at XYZ Corp, I managed a team of 15 customer service representatives. I implemented a new training program that reduced average call handling time by 20% and increased customer satisfaction scores by 15%. I also introduced a feedback loop with the product development team to address recurring customer issues, which led to a 10% decrease in support tickets over six months."
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