Customer Care Team Lead

Jiffy Lube International is the largest quick lube franchisor in the United States, supporting a network of more than 2,200 service locations. Through its owned franchisee operations and strategic supplier relationships, the organization is focused on operational excellence, customer experience, and scalable growth across a highly dynamic automotive services platform. Jiffy Lube International – Houston, TX (Onsite) Customer Care Team Lead The Team Lead for the Jiffy Lube® Centralized Customer Call Center oversees daily operations, ensures high‑quality customer service, and drives performance across a team of call center representatives. This role focuses on coaching, performance management, process improvement, and meeting key service metrics such as customer satisfaction, call resolution, and efficiency. The ideal candidate is a hands‑on leader who thrives in a metric‑driven environment and excels at developing high‑performing teams. What You’ll Do Oversee daily call center operations, including scheduling, workload balancing, and staffing alignmen Monitor call queues, service levels, and adherence to ensure timely respons Handle escalated customer issues with professionalism and urgenc Ensure compliance with company policies, procedures, and regulatory standard Performance Monitoring & Reporting Track and analyze customer experience KPI Prepare and present performance reports to leadershi Identify trends and implement corrective actions or process improvement Process Improvement Identify operational inefficiencies and recommend improvement Partner with cross‑functional teams to enhance customer experienc Implement best practices, tools, and technologies to optimize service deliver Lead, coach, and motivate a team of 5–8 employee Conduct 1:1s, team huddles, and performance review Provide real‑time guidance and escalation suppor Support onboarding, training, call monitoring, and quality audit Build development plans and foster a positive, high‑performance culturSupport departmental budget development and adherenc Monitor labor, overtime, and resource utilizatio Identify cost‑saving opportunities without compromising service qualit Contribute to staffing forecasts, capacity planning, and seasonal volume plannin Provide hiring recommendations based on volume trends and performance need What You Bring Bachelor’s degree in Business, Communications, or related field (or equivalent experience 5+ years in a call center or customer service environmen 2+ years of supervisory or team lead experience preferre Strong leadership, coaching, and communication skill Proficiency with customer relationship management systems, workforce management tools, and reporting dashboard Data‑driven mindset with strong problem‑solving and decision‑making abilitie Ability to thrive in a fast‑paced, high‑volume environmen Core Competencies Ensures Accountabilit Integrit Customer Focu Onsite, Monday–Friday (8am–5pm CT), with flexibility for evenings, weekends, or holidays as neede Fast‑paced, high‑volume call center environment with real‑time performance monitorin Limited travel ( Occasional exposure to noisy or high‑activity office setting #J-18808-Ljbffr