Pod Manager

Broughton Partners•Savannah, GA

9d•Onsite

About The Position

The Pod Manager leads a pod of 8 to 10 Intake Specialists and owns the claimant experience from lead creation through signing with the law firm. As a subject matter expert in the intake process, the manager stays close to daily work by listening to calls, spot-checking cases, and coaching specialists on real claimant interactions. The role monitors intake metrics, conducts audits, protects compliance with Goldwater Law Firm standards, and helps improve call center quality processes and training materials. Success means the pod qualifies and signs claimants effectively, remains compliant, and develops future leaders. A typical week is approximately 40% working directly in the process, 30% managing and coaching, 20% administrative work, and 10% strategy and planning. The position is located in Savannah, Georgia.

Requirements

At least 4 years of experience, including process management in a call center environment.
Strong verbal and written communication skills, including the ability to explain the reasoning behind a decision.
Strong active listening skills, including listening for blockers.
Comfort using data and metrics to support coaching, decisions, and escalations.
Ability to multitask.
Comfort having conversations about difficult subjects.
High emotional maturity.
Ability to maintain confidentiality when handling sensitive information.
Strong interpersonal skills.

Nice To Haves

Bachelor of Science degree in a related field, or an equivalent combination of education and experience.
At least 1 year of team management experience in a call center environment.

Responsibilities

Score 3 to 5 calls per agent each week, with approximately half reviewed live and followed by immediate feedback and half selected at random for desk-based scoring.
Spot-check cases daily.
Identify calls containing medical or legal advice, promises about outcomes or timelines, or inaccurate qualification answers, and escalate them the same day.
Manage overflow call volume and de-escalate complex issues, using those interactions to model and coach; overflow support is an exception rather than a standing substitute for management.
Oversee training, onboarding, and continuous development of Intake Specialists, including new-hire onboarding and workshops on new areas of focus.
Send or create coaching for flagged calls in Balto and resolve disputes promptly.
Hold a weekly one-on-one with each specialist to discuss motivators, growth goals, and retention risk, and document each meeting in a memo to file in Paycom or Google.
Identify and develop specialists who could take on more responsibility within 12 months.
Foster a positive, high-performing environment that promotes engagement and morale.
Manage day-to-day coverage and approve timecards in accordance with company policy, with scheduling support from the Intake Director.
Acknowledge and complete coaching and disputes in Balto within required timeframes.
Monitor, analyze, and report on pod performance metrics.
Translate department targets into weekly pod priorities and run a monthly team meeting connecting pod metrics to BP's strategy.
Use data to recommend workflow improvements, address root causes, and improve quality processes and training materials.
Collaborate with Claimant Services, QA, and other departments to ensure intake output meets the needs of the next team in the chain.
Identify early signals about which case types are performing well or poorly, and escalate to the Intake Director missed targets, team-level risks, and process gaps the pod cannot solve.
Perform other duties as assigned.