Member Intake Manager
About the role
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
- Monitor live queue activity throughout the shift (service level, average speed of answer, calls in queue, agent availability, adherence, 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)