Square Bpo Services Training Manager Interview Questions and Answers

Aptitude and Psychometric Test

Procedure Writing To be submitted

Q1. Operational Round - What are my roles and responsibilities, Situational based questions, Process SLA, People Management, Process Transition.
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Q2. 1. Tell a situation where there was an disagreement with your supervisor and how have you managed it.
Ans. 
I had a disagreement with my supervisor regarding a project deadline.
• Clearly communicated my concerns and reasons for needing more time

• Listened to my supervisor's perspective and tried to understand their expectations

• Suggested alternative solutions to meet the deadline without compromising quality

• Reached a compromise by adjusting the timeline and reallocating resources

• Maintained open communication throughout the proces
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Q3. 2. One of your associate is continuously performing below in terms of quality. Share your experience what you have done in this kind of situation
Ans. 
I have addressed the issue by identifying the root cause and providing necessary training and support.
• Conducted a performance review to identify the root cause of the issue

• Provided additional training and coaching to improve skills and knowledge

• Set clear expectations and goals for improvement

• Monitored progress and provided ongoing feedback and support

• Implemented a performance improvement plan if necessary
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Q1. Regarding Basic KRA of Assistant Manager
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Q2. Attrition shrinkage
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Q1. Bussines P&L & conversion
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Q2. Mode of dialer mechanism of dialer
Ans. 
The mode of dialer mechanism refers to the method used for making calls, such as predictive, preview, or manual dialing.
• Predictive dialing: Automatically dials multiple numbers at once based on algorithms to predict when an agent will be available.

• Preview dialing: Agents review information about the contact before deciding to make the call.

• Manual dialing: Agents manually dial each number without any automation.

• Progress...read more
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Q1. Screen of the profile only
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Q1. It was more about profile & realted questions
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Q1. Basis of profile interview with COO of the company or client
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The aptitude test at Resource Pro is just like any other aptitude test out there, just refer to any online aptitude tests for practice.

Q1. Manager had clear expectations about what was he looking for. Interview process is elegant. Try to be prepared with BPO operations, Analytical and Business planning.
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Q2. Learn about capacity planning, Quality analysis, Escalation handling and time management.
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Aptitude and Personality Assessment

Q1. How are you doing SLA Management
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Q2. What are your strengths and weakness
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Q1. What is your Expected salary
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Q2. What is your notice period
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Q1. What are the KRA in your process
Ans. 
Key Result Areas (KRAs) in my process include sales targets, customer satisfaction, team performance, and operational efficiency.
• Sales targets: Achieving monthly revenue goals through effective sales strategies.

• Customer satisfaction: Ensuring high levels of customer service and resolving any issues promptly.

• Team performance: Monitoring and improving the performance of team members through training and feedback.

• Operatio...read more
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Q2. What is your KPI
Ans. 
My key performance indicator (KPI) is to increase sales revenue by 10% each quarter.
• Increasing sales revenue by implementing new marketing strategies

• Improving customer satisfaction to drive repeat business

• Monitoring and analyzing sales data to identify trends and opportunities
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Q1. What are your roles in your current company
Ans. 
As a Senior Manager in my current company, my roles include overseeing team performance, setting strategic goals, and managing budgets.
• Overseeing team performance and providing guidance and support

• Setting strategic goals and objectives for the team

• Managing budgets and resources effectively

• Collaborating with other departments to ensure alignment and success

• Leading and motivating team members to achieve targets
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Q2. Do you handle customer presentation
Ans. 
Yes, I have extensive experience in handling customer presentations.
• I have successfully conducted numerous customer presentations in my previous roles.

• I am skilled in creating engaging and informative presentations tailored to the specific needs of the audience.

• I have received positive feedback from clients on my presentation skills.

• I am comfortable presenting to both small and large groups, in person or virtually.
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