EOS GmbH Operative Interview Questions and Answers

Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record of leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. KIPs discussion
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Q1. Attrition and shrinkage explain
Ans. 
Attrition and shrinkage are common terms used in operations management to explain the loss of employees and resources.
• Attrition refers to the natural reduction in staff numbers due to resignations, retirements, or terminations.

• Shrinkage refers to the loss of resources such as inventory, equipment, or funds due to theft, damage, or errors.

• Both attrition and shrinkage can have a negative impact on operational efficiency ...read more
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Q2. Problem solving questions
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Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record in leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. Explain BPO KPIs
Ans. 
BPO KPIs are key performance indicators used to measure the success of operations in a business process outsourcing company.
• BPO KPIs are metrics used to evaluate the performance of various operations within a BPO company.

• Examples of BPO KPIs include average handle time, first call resolution rate, customer satisfaction score, and agent utilization rate.

• These KPIs help BPO companies track and improve their operational e...read more
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Q1. My self 2. Typing test 3. Process Tl discussion
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Q2. Salary discussion
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Q1. How you are doing SLA Management
Ans. 
SLA management involves monitoring and ensuring compliance with service level agreements.
• Define clear SLAs with stakeholders

• Monitor performance metrics regularly

• Identify and address any deviations from SLAs

• Implement corrective actions to improve SLA compliance

• Communicate with stakeholders to manage expectations

• Use technology tools for tracking and reporting

• Provide regular reports on SLA performance
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Q2. They are asking situational questions for capacity planner
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Q3. About previous experience in bpo domain
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Q4. How to calculate the quality
Ans. 
Quality can be calculated by measuring the conformance to requirements and customer satisfaction.
• Quality can be measured by evaluating the extent to which a product or service meets the specified requirements.

• Customer satisfaction surveys can provide insights into the quality of a product or service.

• Defect rates, error rates, and rework rates can be used as indicators of quality.

• Quality can also be assessed through fee...read more
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Q1. Tell me about yourself
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Q1. What is BPO and customer service.
Ans. 
BPO stands for Business Process Outsourcing, which involves contracting a third-party service provider to handle specific business operations. Customer service is the support provided to customers before, during, and after a purchase.
• BPO involves outsourcing non-core business functions to specialized service providers for cost efficiency and improved focus on core activities.

• Customer service includes addressing custome...read more
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It was calculus,observation,

Q1. Toughest situation of life and how you dealt with it
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Q2. Are you comfortable in working in graveyard shift
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Q1. Tell me about yourself
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Q2. Where did you find the vacancy
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Q3. Salary expectation
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Q1. Questions regarding work experience
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Q2. Various hypothetical questions regarding ops management
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Q3. Hypothetical questions regarding people and conflict management
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Q4. Hypothetical questions regarding client manegement
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Q1. Questions regarding work experience
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Q2. Hypothetical questions regarding ops, people, conflict and client management
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Q1. Badi questions on education, experience and salary
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Q1. Everything a center head can ask on psychometric, role based situation handling etc
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