Square Bpo Services Training Manager Interview Questions and Answers

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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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
Ans. 
I manage SLAs by monitoring performance metrics, ensuring compliance, and facilitating communication between teams.
• Define clear SLAs: Establish specific metrics for response and resolution times based on client needs.

• Regular monitoring: Use dashboards to track SLA compliance and identify trends or issues.

• Root cause analysis: Investigate any SLA breaches to understand underlying problems and prevent recurrence.

• Stakehold...read more
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Q2. What are your strengths and weakness
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I excel in communication and problem-solving, but I sometimes struggle with delegation due to my desire for perfection.
• Strength: Strong communication skills - I effectively convey ideas and foster collaboration within my team.

• Strength: Problem-solving ability - I enjoy tackling challenges, like when I streamlined a process that improved efficiency by 20%.

• Weakness: Difficulty in delegation - I tend to take on too much m...read more
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Q1. What is your Expected salary
Ans. 
I expect a salary that reflects my skills, experience, and the industry standards for this role.
• Research industry standards: For example, similar roles in our region typically offer between $60,000 and $80,000.

• Consider my experience: With over 5 years in management, I bring valuable expertise that can enhance team performance.

• Discuss benefits: Salary is important, but I also value benefits like health insurance and pro...read more
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Q2. What is your notice period
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Q1. What motivates you to want to join the company?
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Q2. Are you able to travel to Bangalore and join the company?
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Q3. What is your availability to join?
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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...read more
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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. 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
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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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Aptitude Test - 40 Minutes

Q1. Operations Management
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Q2. Quality Management
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