PROCall Operations Lead

NAPA; Nashville (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

GPC Nashville is seeking a PROCall Supervisor to lead the Customer Communications Center operations, guiding daily activities, coaching staff, and ensuring top-tier customer service and order accuracy across multiple markets.

You will manage staffing plans, evaluate performance, and implement improvements while controlling labor costs. The role requires proactive leadership and collaboration with store leadership to meet company goals.

Qualifications

• Proven leadership or supervisory experience in wholesale, retail, or customer support.
• Strong interpersonal and communication skills; can motivate and develop teams.
• Ability to analyze performance data and implement improvements.
• Commitment to policy compliance and customer satisfaction.

Responsibilities

• Directly manages full-time ProCall Specialists in one or more markets and locations.
• Sets departmental goals, service standards, and performance expectations.
• Hires, trains, and conducts performance evaluations; handles coaching and corrective actions.
• Monitors performance metrics and allocates resources to meet demand.
• Interacts with store leadership and other departments to align strategy.
• Provides direct call support during peak periods when needed.

Skills

Leadership

Communication

Organizational skills

Problem-solving

Decision-making

Tools

POS systems

CRM/TAMS

Electronic parts catalogs

Job description

GPC Nashville is seeking a PROCall Supervisor to lead the Customer Communications Center operations, guiding daily activities, coaching staff, and ensuring top-tier customer service and order accuracy across multiple markets.

You will manage staffing plans, evaluate performance, and implement improvements while controlling labor costs. The role requires proactive leadership and collaboration with store leadership to meet company goals.