What are the responsibilities and job description for the Customer Care Team Lead position at Jiffy Lube International?
About Jiffy Lube International
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 D
oOperational Leadershi
- pOversee daily call center operations, including scheduling, workload balancing, and staffing alignmen
- tMonitor call queues, service levels, and adherence to ensure timely respons
- eHandle escalated customer issues with professionalism and urgenc
- yEnsure compliance with company policies, procedures, and regulatory standard
sPerformance Monitoring & Reportin
- gTrack and analyze customer experience KPI
- sPrepare and present performance reports to leadershi
- pIdentify trends and implement corrective actions or process improvement
sProcess Improvemen
- tIdentify operational inefficiencies and recommend improvement
- sPartner with cross‑functional teams to enhance customer experienc
- eImplement best practices, tools, and technologies to optimize service deliver
yTeam Leadership & Developmen
- tLead, coach, and motivate a team of 5–8 employee
- sConduct 1:1s, team huddles, and performance review
- sProvide real‑time guidance and escalation suppor
- tSupport onboarding, training, call monitoring, and quality audit
- sBuild development plans and foster a positive, high‑performance cultur
eFinancial & Operational Impac
- tSupport departmental budget development and adherenc
- eMonitor labor, overtime, and resource utilizatio
- nIdentify cost‑saving opportunities without compromising service qualit
- yContribute to staffing forecasts, capacity planning, and seasonal volume plannin
- gProvide hiring recommendations based on volume trends and performance need
sWhat You Brin
- gBachelor’s degree in Business, Communications, or related field (or equivalent experience
- )5 years in a call center or customer service environmen
- t2 years of supervisory or team lead experience preferre
- dStrong leadership, coaching, and communication skill
- sProficiency with customer relationship management systems, workforce management tools, and reporting dashboard
- sData‑driven mindset with strong problem‑solving and decision‑making abilitie
- sAbility to thrive in a fast‑paced, high‑volume environmen
tCore Competencie
- sEnsures Accountabilit
- yIntegrit
- yFinancial Acume
- nProblem Solvin
- gCollaboratio
- nCustomer Focu
sWorking Environmen
- tOnsite, Monday–Friday (8am–5pm CT), with flexibility for evenings, weekends, or holidays as neede
- dFast‑paced, high‑volume call center environment with real‑time performance monitorin
- gLimited travel (<10%
- )Occasional exposure to noisy or high‑activity office setting