Pod Manager

Broughton Partners•Savannah, GA

About The Position

The Pod Manager leads a pod of 8 to 10 Intake Specialists and owns the claimant experience for that pod, from lead creation through signing with the law firm. As a subject matter expert in the process, the manager stays close to the 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 a pod that qualifies and signs well, stays compliant, and develops future leaders. A typical week is approximately 40% in the work, 30% managing and coaching, 20% administration, and 10% strategy and planning.

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 decisions.
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 level of emotional maturity.
Ability to maintain confidentiality when handling sensitive information.
Strong interpersonal skills.

Nice To Haves

Bachelor of Science 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, about half live with immediate feedback and about half selected at random for desk review.
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 these interactions to model and coach; overflow support is an exception rather than a substitute for management.
Oversee intake specialists’ training, onboarding, and continuous development, including new-hire onboarding and workshops on new focus areas.
Send or create coaching for flagged calls in Balto and resolve disputes promptly.
Hold a weekly one-on-one with each specialist to understand motivators, growth goals, and retention risks, and document each in a memo to file in Paycom/Google.
Identify and develop specialists who may take on greater 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 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 downstream teams.
Surface 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 that the pod cannot solve.
Perform other duties as assigned.