PROCall Operations Manager

NAPA Auto Parts; Memphis (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

GPC Memphis, TN is seeking a PROCall Supervisor to lead the Customer Communications Center, directing daily operations, staff performance, and service standards. You will hire, train, coach, and evaluate ProCall Specialists, manage workflow and labor costs, and drive improvements in order accuracy and customer satisfaction across markets.

This leadership role requires strong interpersonal and analytical abilities, with the capacity to balance strategic aims with hands-on support during peak

Qualifications

• Experience leading a wholesale/retail customer support team.
• Strong communication and motivational abilities.
• Ability to analyze performance data and implement improvements.

Responsibilities

• Directly manages and oversees ProCall Specialists.
• Sets departmental goals aligned with store objectives.
• Develops, implements, and enforces service standards and call procedures.
• Interviews, hires, and onboards ProCall Specialists.
• Provides training and coaching to enhance product knowledge and sales.
• Analyzes workflow and improves efficiency.
• Manages labor costs and staffing schedules.
• Prepares and communicates performance reports to senior management.

Skills

Leadership

Interpersonal skills

Organizational skills

Problem-solving

Decision making

Data analysis

Tools

CRM/TAMS

POS systems

Electronic parts catalogs

Job description

GPC Memphis, TN is seeking a PROCall Supervisor to lead the Customer Communications Center, directing daily operations, staff performance, and service standards. You will hire, train, coach, and evaluate ProCall Specialists, manage workflow and labor costs, and drive improvements in order accuracy and customer satisfaction across markets.

This leadership role requires strong interpersonal and analytical abilities, with the capacity to balance strategic aims with hands-on support during peak