Member Intake Manager

PPLSI

4d•$40,000 - $69,000•Remote

About The Position

The Manager, Member Intake is a hands-on virtual leader responsible for the day-to-day performance, quality, and development of a team of Intake CSRs supporting LegalShield members across all states. This role owns real-time queue management, call quality oversight, coaching, and the professional growth of team members, while driving the team toward defined efficiency, proficiency, and productivity targets. The Manager is a working leader actively engaged with the live queue, visible and accessible to the team throughout the shift, and directly accountable for delivering a consistent, seamless, and cohesive member experience aligned to the intake framework, disposition standards, and call-flow methodology (Connect → Understand → Assess → Resolve → Close).

Requirements

3+ years in a contact center / member services environment, with at least 1 year in a supervisory, team lead, or senior QA role.
Demonstrated experience with real-time queue management, live-call monitoring, and coaching to KPIs.
Working knowledge of contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tooling.
Strong understanding of call quality frameworks and structured call-flow methodologies.
Proven ability to deliver direct, respectful, growth-oriented feedback and to hold performance conversations with empathy and accountability.
Excellent written and verbal communication skills; comfortable presenting data, trends, and recommendations to leadership.
Highly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment.

Nice To Haves

Prior experience supporting a legal services, insurance, or member-benefits contact center.
Familiarity with LegalShield membership, intake workflows, or comparable member-benefit programs.
Experience implementing or refining disposition frameworks and reporting structures.
Experience onboarding and ramping new-hire cohorts.
Bachelor’s degree or equivalent experience.

Responsibilities

Monitor live queue activity throughout the shift service level, average speed of answer, calls in queue, agent availability, adherence, and abandoned rate and take immediate action to balance staffing and workload.
Manage agent status and scheduling exceptions in Workday (WD), including log-in/log-out compliance, breaks, and after-call work.
Identify and resolve real-time bottlenecks (e.g., callback backlog, referral handling delays, unusually high abandoned rates) before they impact the member experience.
Escalate systemic issues (telephony, tooling, staffing gaps) with clear data and recommended actions.
Conduct scheduled and ad-hoc live-call monitoring and recorded-call reviews for every direct report on a defined cadence.
Evaluate calls against the intake call-flow standard (Connect / Understand / Assess / Resolve / Close), verification protocol, OPP procedures, disposition accuracy, and member-experience benchmarks.
Deliver timely, specific coaching after each observation reinforcing what worked and providing concrete, actionable guidance where the agent can grow.
Partner with the QA/Trainer to calibrate scoring, close skill gaps identified in QA trends, and ensure coaching is consistent across the team.
Coach agents on correct use of the Primary + Secondary disposition framework so call data remains reporting-ready for QA, trend analysis, and firm-level insights.
Maintain an individual development plan (IDP) for every direct report, updated quarterly, covering role proficiency, career aspirations, and personal growth goals.
Hold consistent 1:1s that go beyond metrics focusing on the whole person, their engagement, career trajectory, and any barriers to success at work or otherwise.
Identify high-potential team members and create stretch opportunities (e.g., peer mentorship for new hires, SME ownership of a disposition category, project participation).
Onboard new hires coming off the training cohort, pairing them with veteran agents and providing intensified coaching support during their first 30/60/90 days.
Recognize and celebrate wins publicly call saves, member-experience moments, KPI milestones to reinforce a culture of pride and ownership.
Track, analyze, and act on team and individual KPIs, including but not limited to: Efficiency: average handle time (AHT), after-call work (ACW), adherence, occupancy, log-in/log-out compliance; Proficiency: QA score, first-contact resolution, disposition accuracy, verification compliance, adherence to script and call-flow standards; Productivity: calls handled per shift, intakes opened, callbacks completed, transfer accuracy, referral-handling accuracy; Member Experience: CSAT / member feedback, escalation rate, complaint rate, save rate on at-risk members.
Build and deliver weekly individual and team performance summaries; identify trends and translate them into targeted coaching actions.
Own performance management for direct reports from positive recognition through structured improvement plans and, when necessary, formal corrective action in partnership with HR.
Coach agents to efficiency, proficiency, and productivity targets simultaneously, ensuring speed never comes at the cost of quality or the member experience.
Lead daily huddles and use the Member Intake Connection Hub to reinforce daily announcements, disposition updates, and resource visibility.
Serve as the primary real-time escalation point for complex calls, hostile callers, OPP inquiries, and complaint / escalation dispositions.
Foster a collaborative, feedback-driven culture where agents help each other, share wins, and surface issues without hesitation.
Represent the front-line perspective in cross-functional discussions, especially where firm-level decisions, process changes, or new tooling will impact the CSR experience.
Identify recurring member pain points, workflow gaps, and disposition trends; partner with the Manager and QA/Trainer to translate these into process improvements and coaching content.
Provide input into training material updates, ensuring content reflects the actual work happening on live calls.
Contribute to the Intake team’s role in operationalizing a tailored, seamless, cohesive member experience across all states.