Member Intake Manager

Job Summary

Managing the day-to-day performance of a team of Intake Customer Service Representatives, the full-time Member Intake Manager will oversee real-time queue management, call quality, and professional development while ensuring a cohesive member experience in a remote environment.

Key Responsibilities

• Monitor live queue activity and manage agent scheduling to ensure optimal service levels
• Conduct call monitoring and provide actionable coaching to enhance agent performance and adherence to quality standards
• Track team KPIs and deliver performance summaries, translating data into targeted coaching actions

Required Qualifications

• 3+ years in a contact center or member services environment, with at least 1 year in a supervisory or team lead role
• Experience with real-time queue management and live-call monitoring
• Proficient in contact center telephony and workforce management platforms
• Strong understanding of call quality frameworks and structured call-flow methodologies
• Ability to deliver constructive feedback and hold performance conversations with empathy