Member Intake Manager

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

📋 Description

• Oversee the daily performance, quality, and development of a team of Intake Customer Service Representatives (CSRs)

• Track live queue activity, service levels, average response times, calls in queue, agent availability, adherence, and abandonment rates

• Manage agent status and scheduling exceptions within Workday

• Identify and resolve real-time operational challenges

• Escalate systemic telephony, tooling, and staffing issues along with relevant data and recommendations

• Conduct monitoring of live calls and review recorded calls for direct reports

• Assess calls against intake call-flow, verification, OPP, disposition, and member experience standards

• Provide timely and actionable coaching following call observations

• Collaborate with QA/Trainer to calibrate scoring and address skill gaps

• Maintain quarterly individual development plans and conduct regular 1:1 meetings

• Onboard and mentor new hires throughout their first 30/60/90 days

• Monitor, analyze, and respond to team and individual KPIs

• Present weekly individual and team performance summaries

• Manage performance from recognition through improvement plans and corrective actions in conjunction with HR

• Lead daily huddles and act as the immediate escalation point for complex calls and complaints

• Represent frontline insights in cross-functional discussions

• Identify member pain points, gaps in workflow, and trends in disposition

• Contribute insights for training updates and participate in ongoing process improvements

⛳️ Requirements

• Minimum of 3 years of experience in a contact center or member services environment

• At least 1 year of experience in a supervisory, team lead, or senior QA position

• Proficient in real-time queue management, live-call monitoring, and coaching towards KPIs

• Familiarity with contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tools

• Strong understanding of call quality frameworks and structured call-flow methodologies

• Capability to provide direct, respectful, growth-oriented feedback and engage in performance discussions with empathy and accountability

• Exceptional written and verbal communication abilities

• Comfortable presenting data, trends, and recommendations to leadership

• Highly organized and detail-oriented; adept at managing competing priorities in a fast-paced setting

• Previous experience in a legal services, insurance, or member-benefits contact center is preferred

• Familiarity with LegalShield membership, intake workflows, or similar member-benefit programs is preferred

• Experience in implementing or improving disposition frameworks and reporting structures is preferred

• Prior experience in onboarding and ramping new-hire cohorts is preferred

• Bachelor's degree or equivalent experience is preferred

🏝️ Benefits

• Quarterly bonus based on both company and individual performance

• Medical, dental, and vision insurance coverage

• Company-paid short-term disability insurance

• Company-paid basic life and accidental death & dismemberment (AD&D) insurance

• 401(k) retirement plan with a company match

• Paid time off

• Paid holidays

• Paid sick leave

• Paid parental leave

• LegalShield and IDShield membership plans

• Occasional travel to corporate offices or company events may be required based on business needs