ProCall Operations Leader — People & Performance

NAPA Auto Parts; Salt Lake City (UT); On-site; USD 65,000 - 90,000; Full time

Job summary

NAPA Auto Parts in Salt Lake City, UT is seeking a PROCall Supervisor to lead the Customer Communications Center and manage daily operations, staffing, and performance. You will direct the PROCall Specialists, enforce service standards, and ensure exceptional customer experiences while monitoring outcomes and coaching staff.

The role emphasizes leadership, resource management, process improvement, and collaboration with store leadership to align operations with sales strategies.

Qualifications

• Proven leadership or supervisory experience in wholesale or retail settings.
• Strong interpersonal and communication skills with ability to motivate staff.
• Excellent organizational, problem-solving, and decision-making abilities.
• Proficient with POS systems, parts catalogs, and CRM/TAMS.
• Customer-oriented with demonstrated service excellence and issue resolution.
• Ability to analyze performance data and implement improvements.
• Detail-oriented with ability to manage multiple priorities.

Responsibilities

• Directs the work of full-time ProCall Specialists across markets and locations.
• Sets departmental goals aligned with store and company objectives.
• Develops and enforces service standards and call procedures.
• Directs workflow, prioritizes tasks, and resolves operational challenges.
• Monitors performance and implements corrective actions as needed.
• Ensures high customer satisfaction, order accuracy, and communication.
• Interviews, hires, and onboards ProCall Specialists.
• Provides training to enhance product knowledge, sales, and system use.
• Conducts performance evaluations and provides coaching.
• Manages disciplinary actions and performance improvement plans.
• Makes recommendations on promotions and compensation adjustments.
• Develops staffing plans and schedules to meet demand while managing costs.
• Oversees accurate order processing, parts identification, and customer updates.
• Ensures policy compliance, asset protection, and controls.
• Analyzes workflows and drives efficiency improvements.
• Handles escalated customer concerns and complex issues.
• Collaborates with leadership to align operations with sales strategies.
• Monitors metrics like sales support, order accuracy, response times.
• Reviews trends and inventory reports to identify improvements.
• Delivers performance reports to senior management.
• Mentors team members and fosters a culture of accountability and teamwork.
• Provides call support during peak periods or shortages when needed.

Skills

Leadership

Interpersonal skills

Organizational skills

Problem solving

Decision making

Detail oriented

Policy compliance

Tools

POS systems

Electronic parts catalogs

CRM/TAMS

Job description

NAPA Auto Parts in Salt Lake City, UT is seeking a PROCall Supervisor to lead the Customer Communications Center and manage daily operations, staffing, and performance. You will direct the PROCall Specialists, enforce service standards, and ensure exceptional customer experiences while monitoring outcomes and coaching staff.

The role emphasizes leadership, resource management, process improvement, and collaboration with store leadership to align operations with sales strategies.