PROCall Operations Leader

NAPA; Des Moines (IA); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

GPC is seeking a PROCall Supervisor to lead the Customer Communications Center. You will oversee daily operations, staff development, and adherence to service standards while ensuring financial performance and customer satisfaction across multiple markets.

You will recruit, train, and coach ProCall Specialists, monitor performance metrics, and implement improvements. Occasional direct support during peak periods is possible.

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.

Responsabilités

• 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.
• Interviews, hires, and onboards ProCall Specialists; provides training and ongoing development.
• Monitors department performance and implements corrective actions as needed; ensures customer satisfaction and order accuracy.
• Manages escalated customer concerns and resolves complex issues; conducts performance evaluations and coaching.
• Develops staffing plans and adjusts schedules to meet business demands while controlling labor costs.
• Oversees order processing, parts identification, and customer communication; analyzes workflow for efficiency.

Connaissances

Leadership

Communication

Customer service

Analytical skills

Problem solving

Team development

POS systems

CRM/TAMS

Outils

CRM/TAMS

Inventory systems

Description du poste

GPC is seeking a PROCall Supervisor to lead the Customer Communications Center. You will oversee daily operations, staff development, and adherence to service standards while ensuring financial performance and customer satisfaction across multiple markets.

You will recruit, train, and coach ProCall Specialists, monitor performance metrics, and implement improvements. Occasional direct support during peak periods is possible.