Member Intake Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of call-scoring rubrics, quality assurance auditing, service level agreements, key performance indicator dashboards, and the design of onboarding processes.

• Develop and manage a call-scoring rubric, establish a regular cadence for QA auditing, and facilitate calibration sessions.

• Identify conversion gaps through call evaluations, role-playing exercises, and shadowing activities.

• Personally handle calls and escalations to uphold floor credibility and provide real-time coaching.

• Promote consistent adherence to service level agreements and activation targets through data-driven coaching techniques.

• Create and oversee a scalable, largely automated onboarding procedure for new cohorts of Intake Coordinators.

• Expand the team from 3-5 to over 10-15 coordinators within the upcoming year.

• Refine scripts and playbooks based on performance data.

• Develop and sustain service level agreement and key performance indicator dashboards.

⛳️ Requirements

• 3-7+ years of experience managing a metrics-focused, outbound-oriented representative team (SDR/sales, collections, retail/telecom win-back, or insurance/benefits enrollment).

• Proven experience in designing or operating a call-coaching system, including scoring rubrics, QA/call-listening schedules, and calibration sessions.

• Proficient in managing through service level agreements and dashboards rather than relying solely on intuition.

• Demonstrated success in scaling a team (for instance, from approximately 5 to 10-15 reports).

• Background in refining scripts and playbooks based on performance metrics.

• Established record of compliant outbound practices (including DNC/opt-out management and accurate representations).

🏝️ Benefits

• Equity offerings available.