Senior ProCall Operations Leader

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

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.