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PPLSI

Member Intake Manager

PPLSI

. Manage day-to-day performance, quality, and development of a team of Intake CSRs .

Posted 10/12/2026full-timeRemote • United StatesMid-LevelSenior💰 $40,000 - $69,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing contact center operations, including real-time queue management, call quality evaluation, and performance coaching. Proficient in utilizing workforce management platforms and CRM systems to enhance team performance and member experience.

Highest-signal resume keywords
Contact Center ManagementReal-Time Queue ManagementCall Quality FrameworksPerformance CoachingWorkforce Management Platforms

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Real-Time Queue ManagementLive-Call MonitoringKPI AnalysisCall Quality EvaluationDisposition FrameworksPerformance Improvement PlansOnboarding New HiresData PresentationStructured Call-Flow MethodologiesContinuous Process Improvement
Soft Skills
Empathetic CommunicationOrganizational SkillsDetail-OrientedCoaching and FeedbackTeam Leadership
Tools & Technologies
WorkdayCRM SystemsQA ToolingTelephony SystemsWorkforce Management Platforms
Industry Keywords
Contact CenterMember ServicesLegal ServicesInsuranceMember-Benefits Programs

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • 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