Lead and develop Support Specialists and Team Leaders through coaching.
Partner with Workforce Management to schedule inbound demand and real-time needs.
Collaborate with BOP Program Manager to optimize processes with BPO partners.
Maintain quality monitoring programs and coaching to improve the support experience.
Track, analyze, and report KPIs for senior leadership.
Own resolution for escalated client concerns with corrective actions.

🎯 Requirements

5+ years in customer service or technical support.
3+ years working knowledge of Mindbody products and services.
2+ years supervisory experience with coaching and team development.
Strong understanding of contact center best practices and metrics.
Ability to analyze questions, identify trends, and drive improvements.
Clear written and verbal communication for senior leaders.

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