Call-center managers might inadvertently communicate toxicity during an interview through their choice of words, tone, or focus. Here are several ways this can happen and why it might signal toxic leadership.
1. Speaking Negatively About Past Teams or Employees
What They Say: "I’ve had to deal with so many lazy employees who couldn’t handle the workload."
Why It’s Toxic: Criticizing former team members reflects poorly on the manager and suggests a lack of accountability or the inability to foster a positive work environment.
Better Approach: Focus on challenges and how they worked to address them collaboratively. "I’ve worked with diverse teams, and I prioritize coaching to address skill gaps."
2. Overemphasizing Control or Micromanagement
What They Say: "I make sure to monitor every call and decision my team makes to ensure it’s done right."
Why It’s Toxic: This implies a lack of trust in the team, which can lead candidates to believe they’ll be micromanaged.
Better Approach: Highlight empowerment and support. "I provide tools and training so my team feels confident and capable to succeed independently."
3. Dismissing Candidate Input
What They Say: Interrupting a candidate or responding dismissively to their answers, e.g., "That’s not really how we do things here."
Why It’s Toxic: This communicates a "my way or the highway" approach, discouraging collaboration and innovation.
Better Approach: Encourage dialogue. "I’m curious how you’d approach [specific scenario]. It’s always great to hear new perspectives."
4. Overemphasizing High-Stress Expectations
What They Say: "You’ll have to work extra hours if the team falls behind—this is a fast-paced, high-pressure environment."
Why It’s Toxic: Stressing excessive workloads without acknowledging support or balance can signal a disregard for employee well-being.
Better Approach: Acknowledge challenges with solutions. "It’s a fast-paced environment, but we focus on clear workflows and teamwork to maintain balance."
5. Focusing Solely on Numbers and Metrics
What They Say: "The only thing that matters here is hitting our call and resolution targets."
Why It’s Toxic: While metrics are important, overemphasis can make candidates feel like they’ll be treated as a number rather than a person.
Better Approach: Balance metrics with culture. "Metrics are key, but so is building a positive environment that motivates people to excel."
6. Expressing Unrealistic Expectations
What They Say: "I expect my team to be available at all times to ensure we meet customer demands."
Why It’s Toxic: This signals poor boundaries and a lack of respect for work-life balance.
Better Approach: Show respect for balance. "We set realistic goals and ensure the team has the support they need to meet expectations."
7. Using Aggressive or Dismissive Language
What They Say: "I don’t tolerate mistakes in my team."
Why It’s Toxic: This creates a fear-based environment where employees might be afraid to take initiative or ask for help.
Better Approach: Promote a growth mindset. "Mistakes happen, and we use them as opportunities to learn and improve."
8. Highlighting High Turnover as a Norm
What They Say: "We’re used to turnover—people either get it or they don’t."
Why It’s Toxic: This suggests poor retention strategies or an unsupportive culture.
Better Approach: Emphasize development. "We invest in our team to build long-term success and minimize turnover."
9. Failing to Show Enthusiasm for the Team
What They Say: Responding passively to questions about team dynamics, e.g., "They’re fine. We meet goals."
Why It’s Toxic: This signals a lack of investment in team morale or cohesion.
Better Approach: Highlight positivity. "I’m proud of the collaboration and growth my team has achieved."
10. Showing Inconsistency Between Words and Actions
What They Say: Praising work-life balance but making comments that contradict it, e.g., "But everyone knows we put in extra hours to hit targets."
Why It’s Toxic: This signals dishonesty or mismanagement of expectations.
Better Approach: Be consistent. "We aim for work-life balance, and while there are busy periods, we plan to support the team during those times."
11. Being Dismissive of Growth Opportunities
What They Say: "This role doesn’t really have a path for growth—it’s just about handling calls."
Why It’s Toxic: This suggests a lack of investment in employee development and could demotivate candidates.
Better Approach: Highlight development opportunities. "We focus on growth and provide opportunities for those who want to advance their skills."
Hiring managers set the tone for a team’s culture. Candidates often see the interview as a preview of what working with the manager will be like. By demonstrating respect, empathy, and a commitment to team success, managers can avoid inadvertently signaling toxicity and instead attract high-quality talent who thrive in a positive work environment.
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