[Hiring] Member Intake Manager @PPLSI

Role Description

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).

Responsibilities

• Performance Outcomes
• 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.
• Call Listening, QA & Coaching
• 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.
• Professional & Personal Development
• 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.
• KPI Tracking & Performance Management
• 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.
• Team Communication & Culture
• 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.
• Process & Continuous Improvement
• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Core Competencies

• Leadership — leads from alongside the team, not above it
• Coaching Mindset — meets agents where they are and grows them from there
• Data Fluency — comfortable turning KPI data into concrete coaching actions
• Composure Under Pressure — steady during volume spikes, escalations, and system issues
• Member-First Thinking — every decision routes back to the member experience
• Ownership & Follow-Through — commitments made are commitments kept
• Adaptability — thrives amid change, and helps the team do the same

Success in the First 90 Days

• Fully onboarded to WD, the disposition framework, the Connection Hub, and all monitoring tools.
• Established a consistent 1:1 and coaching cadence with every direct report.
• Delivered a first pass of individual QA calibration and identified the top three team-level coaching themes.
• Built early trust with the team through visibility, follow-through, and clear communication.
• Delivered at least one process or coaching insight to the Manager grounded in real call data.

FLSA Status

Exempt

Physical Requirements/ Work Environment

• Works in a professional office environment.
• Routinely uses standard office equipment, including computers, telephones, photocopiers, filing cabinets, and fax machines.
• Regularly uses hands and fingers to handle, feel, and operate objects, tools, and controls.
• Regularly reaches with hands and arms.
• Frequently sits and stands throughout the workday.
• Frequently communicates verbally and must be able to hear effectively.

Additional Information

• Location: Ada/Duncan or Remote - United States
• Work Arrangement: This position has a potential to be remote. Occasional travel to corporate offices or company events may be required based on business needs.
• Department: Member Intake Services
• Employment: Full-time
• FLSA: Exempt
• Application Deadline: This posting is anticipated to close on October 20, 2026.
• Annual Base Compensation: $40,000 - $69,000
• Other Compensation: In addition to base pay, this position is eligible for a quarterly bonus which is a percentage of base salary and based on company and individual performance. Incentive awards are discretionary and are not guaranteed.

Benefits

• LegalShield offers eligible employees a comprehensive benefits package that includes medical, dental, and vision coverage.
• Company-paid short-term disability and basic life and AD&D insurance.
• A 401(k) retirement plan with company match.
• Paid time off, paid holidays, paid sick leave, and paid parental leave.
• LegalShield and IDShield membership plans.
• Additional benefits may apply based on position and eligibility.

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].