Are you applying for the position of Operations Coordinator? This article is going to help you in getting prepared for the interview that you will hopefully get scheduled for. Even though you have been in the field but who does not want to be prepared for a few questions that your interviewer might ask. A little preparation for the interview is surely going to help you in getting your next job. We have listed the top 25 Operations Coordinator Interview Questions with Answers that will be helpful.
The basic job description for this position is the efficient working of daily business operations. It can include several tasks like project management and resource allocation too. The duties are clerical, but the right candidate is always the one who has problem-solving and organizational management skills. Let’s dig into questions with answers that you need to go through before you go for an interview for the job.
1. Briefly Describe Your Experience In This Field
In my previous job, one of the major job roles was resource management. I was working in a high-volume call center where we had three shifts in a day to manage and answer the customer calls along with providing solutions to them. I was not only assigning tasks but also training new and existing employees to motivate through their performance and appraisals. Such experience has prepared me well for this job that I have applied for. During this time, I have developed extensive skills in managing teams. I am great at handling situations with the employees and ensuring that business runs smoothly.
2. How Do You Stay Motivated In This Role?
This role is all about working well with your team. I enjoy mentoring and coaching new and existing team members throughout their tenure so that it’s a learning environment for them. There are times when a team has to complete a difficult project but seeing it through to the end is always a delight. Due to high pace situation at a call center, I do believe that it’s very tricky because the customer on call is directly involved with my team. I get motivated when targets are met within timelines, and is surely a moment to enjoy a team effort at the end.
3. Why Are You Interested In This Role?
After working at my previous company for a few years, I have developed skills and applied them for a smoother operation. Right now, there is no more room for growth due to their limited business objectives. This job role that I have applied for is exciting for me because I would be able to use a few operations solutions to manage a larger team. I understand that it is a big step up from my current job, but I am always open to challenges and learning to ensure my and your organization’s growth. When I researched about your company, I found out that you have a development program to train your employees, which got me excited that collective improvement is one of your objectives as a business too.
4. What Are The Challenges That You Faced In Your Last Role? How Did You Overcome Them?
Customer Satisfaction was one of the biggest challenges that I faced in my role at the call center. During one of our projects, our customer satisfaction value dropped by a certain percentage, and we all know that such issues always fall on Operation Manager’s shoulder. It was one of the biggest challenges that we faced as a team. With Performance Support, we were able to monitor every agent’s desktop activities along with checking all open and active calls or windows to check out the desired task. Due to the high traffic of calls, we hired a few extra hands that were already trained in the capacity to share the load of the team. This resulted in achieving the goals, giving the company a few more business opportunities.
5. Describe Your Daily Routine At Work.
I start my day with yesterday’s review of the target and checking the gaps with my lead. After this, I review the same with my team members to understand the issues they are facing and help in finding the right solution for them. Along with this, I always make sure that I do floor visits at least twice a day at different hours to ensure teams are running at a good pace. Along with this, my routine is researching new technologies and alternate methods to ensure team efficiency. Before one shifts signs out, I ensure that they have the next day’s plans in mind so that there are no surprises for anyone on the floor and smooth functioning is ensured.
6. How Do You Maintain Confidentiality In Your Work?
With confidential data moving around in the call center, I always ensure stakeholders and team leads have access to control. It is usually ensured by firewall and password protection. I always ensure that data is not shared via USB because they are too small to keep an eye on. Using a common server is the solution to document sharing. Passwords should be changed regularly, and they should not be easy to guess. Also, if there are any paperwork documents, then such shredders should be used. Waste bins are not a solution to confidentially when it comes to such sensitive documents.
7. Can You Work Well Under Pressure?
I embrace such situations because I believe it is one of the points where teams’ efficiency is tested. At my previous job, we had to present a client about the complete reporting of a call center to one of their stakeholders. On such short notice, the initial reaction was panic, but quickly I figured out the best way of working. I was able to pull up all data into a good presentation document, and we were able to present it. Usually, after office hours, I do gym which refreshes my mind before sleeping and makes me ready for the next day!
8. What Is Your Greatest Strength In This Role?
In my opinion, it is my negotiation and communication skills. With these two strengths, I have been able to adapt myself easily to all sorts of scenarios, and this also helps the team members. If I can communicate well with my team in their training, their learning will help the operation when they are in their seat. If the operation manager is investing in the team, the resource management to bear the workload management becomes easier too.
9. How Do You Manage 1:1 Employee Meetings?
These are one of the highest Return on Investment meetings for a business, and it is benefitted for both management and as well as employees. I usually have weekly sessions with the team to build trust between us. In my experience, these meetings have improved the productivity and performance of the team members. I try to have informal meetings like maybe a coffee break or walking to a meeting together. I always prepare the discussion points in my mind so that the conversation is meaningful. As part of operations, listening is the key to having fruitful meetings. Regular check-ins with the team members make it easier for an employee to discuss his point of view.
10. What’s Your Experience In Making Presentations?
Yes, I have quite an experience in making presentations. At my previous job, I also presented a few internally and externally as a business opportunity. I believe I have good presentation skills that are mostly required in my role. Even though my job role was limited to a call center but I have been making a presentation in my university too.
11. Which Are, In Your Opinion, The Most Important Financial Management Best Practices?
Financial Management is one of the tricky parts of Operation management. In my practice, I always make sure that I know the budget firsthand. This helps in knowing the projected income that will help the team run and be profitable for the business. If I have a realistic budget, accountability and transparency in spending make it smoother. As the project begins, I always monitor and measure the performance against the budget being spent. It helps in reducing the waste in terms of resources but also time and maximizing the efficiency overall.
12. Which Management Information Systems Have You Previously Used?
There are 4 types of Management Information systems used in any business i.e. Transaction Processing Systems, Management Information Systems, Decision Support Systems, and Expert Systems. In my exposure, I have used Transaction Processing System that includes Order Processing and Stock Control Systems. For Team, I have used Management Information System that involves Management Reporting and Inventory Control systems. The reporting makes it easier to collect and organize data so that it can be shared among the team members efficiently.
13. Are You Familiar With Cost Analysis Tools? Mention Any Statistical Tools You Have Experience Working With.
Yes, I am familiar with an analysis tool that evaluates indirect, opportunity, direct and intangible costs of a project. I used to work on ProjectManager Software, which helps in the analysis. As you know that every project has a cost, and benefits are expected at the completion level. An operation manager should not make decisions based on limited knowledge, but such reporting tools are a blessing. By tracking the cost with benefits, it becomes easier to know whether one of the projects was beneficial for the business. With this software, you can easily calculate the payback period, return on investment, net present value, cost-benefit ratio, and internal rate of return. Such tools should be implemented in all businesses to determine if the project is feasible by outweighing the costs.
14. What Office Software Are You Familiar With?
I have experience with several operation management software, including Trello, Asana, and Taskworld. Ever since the remote work started due to COVID, I have used Microsoft team and Google Meet. During this time, we have also worked on the time track. It is friendly software that tracks the keystroke and mouse clicks that show the level of activity of the employees using it. It also does real-time tracking by screenshots of their working screen. This helps us in tracking time for a project and helps in planning for the next batch of trainings. In the summary section, you can also view which of your employee has been efficient throughout the project.
15. Have You Ever Got A Chance To Implement A Cost-Cutting Strategy?
During one of the business expansions in another city, I had a chance to cut costs by shutting down a physical office in one of the other cities. Since we were in a testing phase, we offered remote working to all workers, and a lot was saved from the overhead expenses. We were born in a city where business was still being tested. From Utilities, Kitchen Supplies, Janitorial Services, and Office Supplies and the price of the lease was a major saving. After the testing phase was over and we had a good income-generated business setup in the city, we bought a better office at a good location, which was not possible in the first place.
16. Work From Home Has Become The New Normal In The Post-COVID-19-World. How Well Are You Prepared To Manage A Remote Team?
This is the new normal! I believe that people have adapted quite well to this new normal. I have seen higher productivity to lesser distractions like driving to work. Since there are a lot of cost savings due to zero utility bills or overhead costs, team building is one of the focused areas for all employers. In my case, I make sure that we involve team members in some monthly online fun activities. I also accommodate flexible working hours for my team as long as timelines are met. Online meetings are quite an activity, too so I make sure that technical support in terms of system updates is provided to them from time to time.
17. What Is Your Strategy For Prioritizing The Tasks?
I simply make a list of tasks that are in my hand and also those which are in the pipeline. This helps in prioritizing the timelines and tasks. I highlight what is important and what is urgently required.
18. What Is Your Strategy To Deal With Internal Conflicts Among The Team Members?
Know the source of conflict first. Conflicts are part of human nature, so there is no need to panic. I usually speak to both parties outside the office but in a safe place. Listening to both parties and investigating the issue after it is the next step. After this, find common ground for both parties to negotiate on a common goal so that nobody remains in the conflict.
19. When Would You Escalate An Issue?
For me, it is only escalated when it is expected that the project will be delayed or there is a budget issue. I always believe that while escalating issues, always have some solution in your mind, so no more time is wasted. I can give my opinion based on my expertise, and my manager can decide. From my day-to-day tasks, I always make sure to give heads-up to my line manager before the storm. This is efficient in my experience.
20. What’s The Difference Between Project Monitoring And Controlling?
In Controlling, one is in a supervisor role to guide and supervise tasks and activities. On the other hand, monitoring is just like keeping track and gathering data.
21. How Will You Implement Earned Value Management? What Are EVM And Its Use?
EVM is implemented by project work breakdown structure, its schedule, planned revenue (baseline), tracking of earned revenue along with the project’s performance, and adjusting earned revenue. EVM is Earned Value Management.
22. What Is The Full Form Of NPS? Define It.
NPS is Net Promoter Score It is the loyalty metric of a customer through which a business measures and also bifurcates customers based on their responses shared in small surveys.
23. What Are Some Skills Every Product Operations Manager Should Have?
In my opinion, It is communication and data analysis. This helps implement management policies based on the figures, not the experience.
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24. What Are The 7 Steps The Operation Coordinator Should Do When Using Simulation To Analyze A Problem?
Define the Problem, Develop Alternatives, Selection of best alternatives, Exaction of alternatives, Verifying the outcome, and evaluation of the outcome.
25. Which One Of Them Is Not A Part Of An Operation Coordinator’s Job? Customer Satisfaction, Project Delivery, Project Profitability, Terminating An Employee
Terminating an employee is not part of Operation Management because this falls under the human resource department.
The questions mentioned above will surely help ace your interview! Remember, the Operation Coordinator needs to have good interpersonal skills! Don’t forget to wear a nice dress to your interview and carry it with a smile! Good luck to us!