Procall Supervisor Job at NAPA Auto Parts (Cayce)

Job Description

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.

Job Responsibility

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 judgment 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.

Requirements

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.

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Procall Supervisor

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