Regional Manager, Contact Center

NAPA Canada; Montreal West; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading auto parts distributor in Montreal West is seeking a manager to oversee a team and ensure excellent customer service while driving sales growth. You will be responsible for coaching, motivating staff, and collaborating with various stakeholders. Ideal candidates should have 5–7 years of experience in the B2B industry, strong leadership skills, and knowledge of the automotive aftermarket. This is an exciting opportunity to play a key role in a dynamic and friendly environment.

Qualifications

• 5–7 years of experience in the B2B industry or in-store operations.
• 3 years in a personnel management position responsible for financial performance.
• Knowledge of the automotive OR heavy vehicle aftermarket industry is an asset.

Responsibilities

• Provide excellent customer service and support sales growth.
• Promote a culture of respect and collaboration.
• Manage, coach and guide a team of call center agents.
• Work with store managers and district managers.
• Use reports to improve the customer experience.
• Meet district-level sales numbers.

Skills

Leadership skills

Communication skills

Organizational skills

Problem-solving skills

Education

College diploma in business administration

Tools

Microsoft Office Suite

Job description

Our collaborative, energetic, and friendly managers contribute to the success of our stores. At NAPA we believe that an excellent manager is distinguished by their leadership skills, open-mindedness, and active engagement. Our store team members are kind, hard‑working, humble and proud to work at NAPA. They deserve managers who will run things efficiently, optimize practices, create synergy, and prioritize safety.

In This Key Role, You Will

• Provide excellent customer service and support sales growth by working with the store’s team, the sales representative, and the regional management team
• Promote a culture of respect, accountability, collaboration, and teamwork. Help recruit and train your team members, keep them motivated, and ensure their health and well‑being
• Manage, coach and guide a team of call center agents
• Work with store managers, District Managers and salesmen to increase customer usage of the Call Centre
• Use reports and KPI’s to improve the customer experience
• Meet district level sales numbers

To Join Our Team, You Need

• At least 5–7 years of experience in the business-to-business (B2B) industry or in-store operations, including 3 years in a personnel management position where you were responsible for financial performance
• College diploma or other degree in business administration, or equivalent work experience
• Knowledge of the automotive OR heavy vehicle aftermarket industry (asset)
• Strong communication, organizational, and problem‑solving skills
• Proficiency in Microsoft Office Suite
• Previous Service Centre experience an asset

About The Division

The Auto Parts Division is mainly involved in the sale, distribution and marketing of replacement parts and supplies for cars and light trucks. We have the largest Canadian distribution network of vehicle replacement parts. Our banners in this division include household name NAPA Auto Parts, as well as Altrom-Autocamping, specialized in parts for imported vehicles, and CMAX, specialized in paint and body supplies. With so many different roles available in our divisions, everyone can find the perfect fit for their skillset and aspirations. Just pick the one that suits you best!