ProCall Center Leader & Performance Coach

Genuine Parts Company; Cayce (SC); On-site; USD 42,000 - 62,000; Full time

Job summary

Genuine Parts Company is seeking a Call Center Phone Supervisor/Manager to lead the PROCall department, directing daily operations, staff management, and customer service standards. The role includes responsibility for performance, staffing, and coordination with store objectives.

The position emphasizes independent judgment in managing staff, resolving issues, and ensuring departmental goals are met, with potential peak-period customer support.

Qualifications

• Proven leadership or supervisory experience in a wholesale, retail, or customer support environment, preferably within parts or technical sales.
• Strong interpersonal and communication skills with an ability to motivate and develop team members.
• Excellent organizational, problem-solving, and decision-making abilities.
• Proficient with POS systems, electronic parts catalogs, CRM/TAMS, and other relevant business systems.
• Customer-oriented with demonstrated success in managing customer service excellence and issue resolution.
• Ability to analyze performance data and implement process improvements.
• Detail-oriented and capable of managing multiple priorities in a fast-paced environment.

Responsibilities

• Directly manages and oversees the work of all full time 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.
• 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.

Skills

Leadership

Call center management

Customer service

CRM experience

Operations planning

Tools

CRM/TAMS

POS systems

Parts catalogs

Job description

Genuine Parts Company is seeking a Call Center Phone Supervisor/Manager to lead the PROCall department, directing daily operations, staff management, and customer service standards. The role includes responsibility for performance, staffing, and coordination with store objectives.

The position emphasizes independent judgment in managing staff, resolving issues, and ensuring departmental goals are met, with potential peak-period customer support.