Member Intake Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $40k - $69k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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PPLSI

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

PPLSI is a company dedicated to protecting and empowering individuals through affordable legal services and identity protection. Their mission is to provide equal access to justice and security for everyone, regardless of their background. PPLSI offers a range of services including identity protection, legal consultations, and privacy monitoring, aiming to simplify access to the legal system, which they describe as traditionally expensive and complex. With a significant impact demonstrated through savings for their members, PPLSI strives to be a disruptive force in the legal industry, akin to how major companies have transformed their respective fields.

📋 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