PROCall Supervisor

USA GPC Genuine Parts Company; Maryland; On-site; USD 85,000 - 110,000; Full time

Job summary

USA GPC Genuine Parts Company seeks a PROCall/Call Center Phone Supervisor to lead daily operations, guide a team of up to 15 agents, and drive exceptional customer service and performance metrics.

The role emphasizes staff management, training, performance evaluations, and collaboration with store leadership to align call center goals with broader sales strategies while controlling labor costs.

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, electronic parts catalogs, CRM/TAMS, and other relevant business systems.
• Customer-oriented with demonstrated success in managing customer service excellence and issue resolution.
• Ability to analyze performance data and implement process improvements.
• Detail-oriented and capable of managing multiple priorities in a fast-paced environment.
• Commitment to maintaining company policies, security measures, and professional standards.

Responsibilities

• Directly manages and oversees the work of all full time ProCall Agents in one or more markets, up to 15 direct reports.
• Establishes departmental goals aligned with store and company objectives.
• Develops, implements, and enforces service standards, call handling procedures, and performance expectations.
• Exercises independent judgement in directing workflow, prioritizing tasks, and resolving operational challenges.
• Monitors overall department performance and implements corrective actions as needed.
• Interviews, hires, and onboards ProCall Agents.
• Provides training and ongoing development to enhance product knowledge, sales effectiveness, and system proficiency.
• Conducts formal performance evaluations and delivers ongoing coaching and feedback.
• Administers corrective action, performance improvement plans, and disciplinary measures as necessary.
• Develops staffing plans and adjusts schedules to meet business demands while managing labor costs.
• Oversees accurate order processing, parts identification, and customer communication.
• Analyzes workflow processes and implements improvements to increase efficiency and accuracy.
• Collaborates with store leadership and other departments to align operational execution with overall sales strategies.
• Accountable for department performance metrics, including sales support, order accuracy, call response times, and customer satisfaction.

Skills

Leadership

Supervisory experience

Interpersonal skills

Organizational skills

Problem-solving

Decision-making

Customer service

Process improvement

Data analysis

Attention to detail

Tools

POS systems

Electronic parts catalogs

CRM/TAMS

Job description

Job Summary The PROCall / Call Center Phone Supervisor / Manager is responsible for the overall management, leadership, and performance of the PROCall department. This position has primary responsibility for directing the daily operations, personnel management, customer service standards, and financial performance of the call center team. The role exercises independent judgment and discretion in managing staff, resolving operational issues, allocating resources, and ensuring achievement of departmental goals. While the Manager may provide direct customer support during peak periods, the primary duty of the position is management of the department and its employees.

Responsibilities

• Directly manages and oversees the work of all full time ProCall Agents in one or more markets, up to 15 direct reports.
• Establishes departmental goals aligned with store and company objectives.
• Develops, implements, and enforces service standards, call handling procedures, and performance expectations.
• Exercises independent judgement in directing workflow, prioritizing tasks, and resolving operational challenges.
• Monitors overall department performance and implements corrective actions as needed.
• Ensures the department consistently delivers high levels of customer satisfaction and order accuracy.
• Interviews, hires, and onboards ProCall Agents.
• Provides training and ongoing development to enhance product knowledge, sales effectiveness, and system proficiency.
• Conducts formal performance evaluations and delivers ongoing coaching and feedback.
• Administers corrective action, performance improvement plans, and disciplinary measures as necessary.
• Makes recommendations regarding promotion, compensation adjustments, and termination; such recommendations carry significant weight in employment decisions.
• Develops staffing plans and adjusts schedules to meet business demands while managing labor costs.
• Oversees accurate order processing, parts identification, and customer communication.
• Ensures compliance with company policies, asset protection standards, and operational controls.
• Analyzes workflow processes and implements improvements to increase efficiency and accuracy.
• Manages escalated customer concerns, exercising discretion to resolve complex or high-impact issues.
• Collaborates with store leadership and other departments to align operational execution with overall sales strategies.
• Accountable for department performance metrics, including sales support, order accuracy, call response times, and customer satisfaction.
• Monitors and manages labor allocation, overtime, and productivity standards.
• Reviews sales trends, inventory reporting, and order discrepancies to identify improvement opportunities.
• Prepares and communicates performance reports to senior management.
• Identifies operational improvements that enhance profitability and customer retention.
• Facilitates ongoing team training sessions on product knowledge, systems, warranty processes, and sales practices.
• Develops team members to improve individual performance and prepare high-performing employees for advancement opportunities.
• Fosters a culture of accountability, collaboration, and recognition.
• Provides direct call support during peak periods or staffing shortages to ensure business continuity.
• Assists with complex orders or technical product inquiries when needed.

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.
• Customer-oriented with demonstrated success in managing customer service excellence and issue resolution.
• Ability to analyze performance data and implement process improvements.
• Detail-oriented and capable of managing multiple priorities in a fast-paced environment.
• Commitment to maintaining company policies, security measures, and professional standards.

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customers success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Make balanced decisions and thinks strategically by being a forward thinker.
• Develops high-performing teams by providing inclusive leadership, attracting, and developing world-class talent, providing ongoing feedback, and building trust across the organization.

Physical Demands / Working Environment

• This position requires sedentary work: sitting for prolonged periods, primarily at a computer, and handling phone calls for the majority of the workday.
• Travel up to 30% to support direct reports in local market.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.

Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we’re proud to say we’re the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.