PROCall Operations Leader

NAPA Auto Parts; Des Moines (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

GPC in Des Moines, IA is seeking a PROCall Supervisor to lead the Customer Communications Center. You will direct daily operations, manage staff, and uphold customer service standards while ensuring financial performance.

The role requires strong leadership, communication, and analytical skills, with responsibility for hiring, training, coaching, and performance reviews to drive service excellence.

Qualifications

• Experience leading a wholesale/retail customer support team.
• Strong interpersonal and communication skills to motivate and develop staff.
• Ability to analyze performance data and implement improvements.
• Proficient with POS systems and CRM/TAMS.

Responsibilities

• Directly manages and oversees the work of all full time ProCall Specialists in one or more markets, who sit in multiple locations.
• 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 Specialists.
• 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.
• Develops staffing plans and adjusts schedules to meet business demands while managing labor costs.

Skills

Leadership

Supervisory experience

Communication

Analytical skills

Problem solving

Team development

Tools

POS systems

CRM/TAMS

Job description

GPC in Des Moines, IA is seeking a PROCall Supervisor to lead the Customer Communications Center. You will direct daily operations, manage staff, and uphold customer service standards while ensuring financial performance.

The role requires strong leadership, communication, and analytical skills, with responsibility for hiring, training, coaching, and performance reviews to drive service excellence.