ProCall Supervisor
On-siteDes Moines, Iowa, United States
Job Summary
Oversee daily operations of the PROCall department, directing full-time specialists across multiple markets and establishing goals aligned with store and company objectives. Enforce service standards, call handling procedures, and performance expectations while exercising independent judgment to resolve operational challenges and allocate resources. Manage staffing plans, schedules, and labor costs to meet business demands, conducting interviews, hiring, onboarding, and ongoing training for product knowledge and system proficiency. Monitor department performance metrics, including sales support and order accuracy, implementing corrective actions and analyzing workflows to improve efficiency. Handle escalated customer concerns and complex orders, delivering performance evaluations, coaching, and disciplinary measures as necessary. Collaborate with store leadership to align execution with sales strategies and prepare performance reports for senior management.
Required 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
- Travel up to 30% to support direct reports in local market
Desired Qualifications
- 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
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