Hiring: PROCall Supervisor Company: NAPA Auto Parts Location: Cayce, SC Job Posted Time: 2026-09-15 18:08:29 Employment Type: Full-time Target Skills & Keywords : Compliance, Make, PATs About the job Required Skills: •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 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. Qualifications: •Proven leadership or supervisory experience in a wholesale, retail, or customer support environment, preferably within parts or tec Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!