"Employers hiring call center managers are looking for applicants with the organizational and managerial skills to oversee the center's day-to-day operations. In an interview, come ready to discuss your experience with coordinating teams, prioritizing objectives, and motivating others to achieve performance goals. Expect to answer a variety of situational questions such as how you would handle complex customer complaints or how you would ensure staff members meet demanding deadlines."
How do I handle staff that are not meeting performance goals?
Sit the staff down individually and ask if they are experiencing any hang ups that are preventing them from meeting their goals. If the staff is just incompetent, I would figure out what training they need to start meeting performance expectations