Member Intake Manager

Job Description:

• Manage day-to-day performance, quality, and development of a team of Intake CSRs
• Monitor live queue activity, service levels, average speed of answer, calls in queue, agent availability, adherence, and abandoned rates
• Manage agent status and scheduling exceptions in Workday
• Identify and resolve real-time operational bottlenecks
• Escalate systemic telephony, tooling, and staffing issues with data and recommendations
• Conduct live-call monitoring and recorded-call reviews for direct reports
• Evaluate calls against intake call-flow, verification, OPP, disposition, and member-experience standards
• Deliver timely, actionable coaching after call observations
• Partner with QA/Trainer to calibrate scoring and close skill gaps
• Maintain quarterly individual development plans and hold consistent 1:1s
• Onboard and coach new hires during their first 30/60/90 days
• Track, analyze, and act on team and individual KPIs
• Deliver weekly individual and team performance summaries
• Manage performance from recognition through improvement plans and corrective action with HR
• Lead daily huddles and serve as the real-time escalation point for complex calls and complaints
• Represent frontline perspectives in cross-functional discussions
• Identify member pain points, workflow gaps, and disposition trends
• Provide input into training updates and contribute to continuous process improvement

Requirements:

• 3+ years in a contact center / member services environment
• At least 1 year in a supervisory, team lead, or senior QA role
• 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
• Ability to deliver direct, respectful, growth-oriented feedback and hold performance conversations with empathy and accountability
• Excellent written and verbal communication skills
• Comfortable presenting data, trends, and recommendations to leadership
• Highly organized and detail-oriented; able to manage competing priorities in a fast-paced environment
• Prior experience supporting a legal services, insurance, or member-benefits contact center preferred
• Familiarity with LegalShield membership, intake workflows, or comparable member-benefit programs preferred
• Experience implementing or refining disposition frameworks and reporting structures preferred
• Experience onboarding and ramping new-hire cohorts preferred
• Bachelor’s degree or equivalent experience preferred

Benefits:

• Quarterly bonus based on company and individual performance
• Medical, dental, and vision coverage
• Company-paid short-term disability insurance
• Company-paid basic life and AD&D insurance
• 401(k) retirement plan with 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