ProCall Operations Supervisor

Motion; Memphis, Northern (TN, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Motion is seeking a PROCall Supervisor to lead the Customer Communications Center department, directing daily operations, staffing, and performance. The role emphasizes independent judgment in resource allocation and achieving departmental goals while maintaining high customer satisfaction and order accuracy.

The position requires overseeing ProCall Specialists across markets, with travel up to 30% to support direct reports in the local market and ensure business continuity.

Qualifications

• Proven leadership or supervisory experience in a wholesale, retail, or customer support environment.
• Strong interpersonal and communication skills with the 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.
• Customer-oriented with demonstrated success in managing customer service excellence and issue resolution.

Responsibilities

• Directly manages and oversees the work of all full time ProCall Specialists in one or more markets.
• 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 and provides training and ongoing development.

Skills

Leadership

Customer service excellence

Interpersonal skills

Data-driven decision making

Training & coaching

Tools

CRM/TAMS

POS systems

Job description

Motion is seeking a PROCall Supervisor to lead the Customer Communications Center department, directing daily operations, staffing, and performance. The role emphasizes independent judgment in resource allocation and achieving departmental goals while maintaining high customer satisfaction and order accuracy.

The position requires overseeing ProCall Specialists across markets, with travel up to 30% to support direct reports in the local market and ensure business continuity.