PROCall Operations Leader

NAPA; Salt Lake City (UT); On-site; USD 70,000 - 90,000; Full time

Job summary

The PROCall Supervisor at NAPA leads the Customer Communications Center, directing daily operations and employee performance across locations. You will set service standards, manage staffing, and ensure customer satisfaction while controlling costs and improving order accuracy.

This role involves training, evaluating staff, and resolving escalated issues. Occasional direct support during peaks is required, with travel up to 30% to support local markets.

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, CRM/TAMS, and other relevant business systems.
• Customer-oriented with demonstrated success in managing customer service excellence.

Responsibilities

• Directly manages the work of all ProCall Specialists across markets; oversees performance.
• Develops staffing plans, schedules, and labor cost controls.
• Sets service standards, call handling procedures, and performance expectations.
• Provides training, coaching, and performance evaluations; administers corrective actions.
• Monitors department metrics, handles escalated customer concerns, and supports sales goals.

Skills

Leadership

Supervisory

Customer service

CRM

POS systems

Tools

CRM/TAMS

POS systems

Job description

The PROCall Supervisor at NAPA leads the Customer Communications Center, directing daily operations and employee performance across locations. You will set service standards, manage staffing, and ensure customer satisfaction while controlling costs and improving order accuracy.

This role involves training, evaluating staff, and resolving escalated issues. Occasional direct support during peaks is required, with travel up to 30% to support local markets.