Customer Care Team Lead

About the role

The Customer Care Team Lead will manage Jiffy Lube’s centralized call‑center operations in Houston, overseeing a team of representatives to ensure high‑quality service and meet key performance metrics.

Key responsibilities

• Oversee daily call‑center operations, including scheduling, workload balancing, and staffing alignment.
• Monitor call queues, service levels, and adherence, handling escalated customer issues promptly.
• Track and analyze customer experience KPIs, prepare performance reports, and implement corrective actions.
• Identify operational inefficiencies, recommend improvements, and partner with cross‑functional teams.
• Lead, coach, and motivate a team of 5–8 employees through 1:1s, huddles, performance reviews, and real‑time guidance.
• Support budgeting, monitor labor and overtime, and contribute to staffing forecasts and hiring recommendations.

Required profile

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
• 5+ years of experience in a call‑center or customer‑service environment.
• 2+ years of supervisory or team‑lead experience preferred.
• Strong leadership, coaching, and communication abilities.
• Data‑driven mindset with solid problem‑solving and decision‑making skills.
• Ability to thrive in a fast‑paced, high‑volume environment.

Required skills

• Proficiency with customer relationship management (CRM) systems.
• Experience using workforce management (WFM) tools.
• Ability to work with reporting dashboards and analytics.