Call Center Operations Manager

Motion; Cayce (SC); Hybrid; USD 42,000 - 56,000; Full time

Job summary

GPC in Cayce, SC is seeking a Call Center Phone Supervisor/Manager to lead the PROCall department. You will oversee daily operations, staff management, customer service standards, and the department's financial performance, exercising independent judgment to resolve issues and optimize resources.

While you may assist with customer support during peaks, the role primarily drives leadership, performance management, and process improvements across the team to ensure high customer satisfaction and

Qualifications

• Proven leadership or supervisory experience in wholesale, retail, or customer support.
• Strong interpersonal and communication skills to motivate and develop team members.
• Excellent organizational, problem-solving, and decision-making abilities.
• Proficient with POS systems, electronic parts catalogs, CRM/TAMS, and related business systems.
• Customer-oriented with a track record of service excellence and issue resolution.

Responsibilities

• Directly manages and oversees the work of ProCall Agents in one or more markets, up to 15 direct reports.
• Establishes departmental goals aligned with store and company objectives.
• Develops, implements, and enforces service standards, call handling procedures, and performance expectations.
• Exercises independent judgment in directing workflow, prioritizing tasks, and resolving operational challenges.
• Monitors overall department performance and implements corrective actions as needed.
• Ensures the department consistently delivers high levels of customer satisfaction and order accuracy.
• Interviews, hires, and onboards ProCall Agents.
• Provides training and ongoing development to enhance product knowledge, sales effectiveness, and system proficiency.
• Conducts formal performance evaluations and delivers ongoing coaching and feedback.
• Administers corrective action, performance improvement plans, and disciplinary measures as necessary.
• Makes recommendations regarding promotion, compensation adjustments, and termination; such recommendations carry significant weight in employment decisions.
• Develops staffing plans and adjusts schedules to meet business demands while managing labor costs.
• Oversees accurate order processing, parts identification, and customer communication.
• Ensures compliance with company policies, asset protection standards, and operational controls.
• Analyzes workflow processes and implements improvements to increase efficiency and accuracy.
• Manages escalated customer concerns, exercising discretion to resolve complex or high-impact issues.
• Collaborates with store leadership and other departments to align operational execution with overall sales strategies.
• Accountable for department performance metrics, including sales support, order accuracy, call response times, and customer satisfaction.
• Monitors and manages labor allocation, overtime, and productivity standards.
• Reviews sales trends, inventory reporting, and order discrepancies to identify improvement opportunities.
• Prepares and communicates performance reports to senior management.
• Identifies operational improvements that enhance profitability and customer retention.
• Facilitates ongoing team training sessions on product knowledge, systems, warranty processes, and sales practices.
• Develops team members to improve individual performance and prepare high-performing employees for advancement opportunities.
• Fosters a culture of accountability, collaboration, and recognition.
• Provides direct call support during peak periods or staffing shortages to ensure business continuity.
• Assists with complex orders or technical product inquiries when needed.

Skills

Leadership

Communication

Staff development

Customer service

Problem solving

Performance management

Analytical thinking

Tools

POS systems

CRM/TAMS

Parts catalogs

Order processing systems

Job description

GPC in Cayce, SC is seeking a Call Center Phone Supervisor/Manager to lead the PROCall department. You will oversee daily operations, staff management, customer service standards, and the department's financial performance, exercising independent judgment to resolve issues and optimize resources.

While you may assist with customer support during peaks, the role primarily drives leadership, performance management, and process improvements across the team to ensure high customer satisfaction and