ProCall Center Leader & Team Coach

NAPA Auto Parts; Cayce (SC); On-site; USD 50,000 - 70,000; Full time

Job summary

NAPA Auto Parts is seeking a Call Center Supervisor to lead the PROCall team, directing daily operations, staffing, and performance targets. The role emphasizes customer service excellence and efficient order processing across multiple markets.

The successful candidate will manage up to 15 agents, hire and train staff, and implement processes to improve productivity while maintaining high customer satisfaction and order accuracy. Travel may be required for coverage.

Qualifications

• Proven leadership or supervisory experience in a wholesale, retail, or customer support environment.
• 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.
• Commitment to maintaining company policies, security measures, and professional standards.

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.
• Monitors overall department performance and implements corrective actions as needed.
• 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.
• 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.

Skills

Leadership

Communication

Organizational skills

POS systems

CRM/TAMS

Customer service

Data analysis

Attention to detail

Multi-tasking

Policy compliance

Tools

CRM/TAMS

Job description

NAPA Auto Parts is seeking a Call Center Supervisor to lead the PROCall team, directing daily operations, staffing, and performance targets. The role emphasizes customer service excellence and efficient order processing across multiple markets.

The successful candidate will manage up to 15 agents, hire and train staff, and implement processes to improve productivity while maintaining high customer satisfaction and order accuracy. Travel may be required for coverage.