Call Centre Manager

Company Description

Be part of a community of authentic, proud and trusted people

At UAP, we believe we don’t just deliver car and heavy vehicle parts all around the country;  we also help keep Canadians moving  forward . This makes for a special kind of workplace. We have the experience and strength of our 100-year legacy and the desire to always do better for our team members and clients. Our 5000 colleagues proudly serve thousands of customers every day across Canada.

If the hat fits, we’d be proud to have you wear it! Send us your resume and join a people-centric company with a reputation of excellence.

Job Description

Our collaborative, energetic, and friendly managers contribute to the success of our stores. At NAPA we believe that an excellent manager is distinguished by their leadership skills, open-mindedness, and active engagement. Our store team members are kind, hard-working, humble and proud to work at NAPA. They deserve managers who will run things efficiently, optimize practices, create synergy, and prioritize safety. 

In this key role, you will:

• Provide excellent customer service and support sales growth by working with the store’s team, the sales representative, and the regional management team
• Promote a culture of respect, accountability, collaboration, and teamwork. Help recruit and train your team members, keep them motivated, and ensure their health and well-being
• Manage, coach and guide a team of call center agents 
• Work with store managers, District Managers and salesmen to increase customer usage of the Call Centre
• Use reports and KPI's to improve the customer experience
• Meet district level sales numbers

Qualifications

To join our team, you need: 

• At least 5–7 years of experience in the business-to-business (B2B) industry or in-store operations, including 3 years in a personnel management position where you were responsible for financial performance 
• College diploma or other degree in business administration, or equivalent work experience 
• Knowledge of the automotive OR heavy vehicle aftermarket industry (asset) 
• Strong communication, organizational, and problem-solving skills 
• Proficiency in Microsoft Office Suite
• Previous Service Centre experience an asset

Additional Information

We offer a range of attractive benefits and corporate discounts, as well as training throughout your career to support and guide your professional development. 

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities and talents represents the richness of our culture. UAP is committed to employment equity and encourages applications from women, visible minorities and people with disabilities. By valuing a diverse workforce, we ensure that our hiring practices are fair and equitable.