{"id":2413775,"url":"https://alion.io/job/pplsi-member-intake-manager","title":"Member Intake Manager","company":{"id":3089127,"name":"Pplsi","domain":"pplsi.com","url":"https://alion.io/company/pplsi","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":40000,"max":69000,"currency":"USD","period":"year","gross":null,"usd_annual":69000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Ada","optional":true}],"status":"live","first_seen_at":"2026-10-12T00:00:00Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T06:38:34Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Summary:\nThe 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).\nResponsibilities:\nPerformance Outcomes\nReal-Time Queue & Contact Center Operations\nMonitor 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. \nManage agent status and scheduling exceptions in Workday (WD), including log-in/log-out compliance, breaks, and after-call work. \nIdentify and resolve real-time bottlenecks (e.g., callback backlog, referral handling delays, unusually high abandoned rates) before they impact the member experience. \nEscalate systemic issues (telephony, tooling, staffing gaps) with clear data and recommended actions. \nCall Listening, QA & Coaching\nConduct scheduled and ad-hoc live-call monitoring and recorded-call reviews for every direct report on a defined cadence. \nEvaluate calls against the intake call-flow standard (Connect / Understand / Assess / Resolve / Close), verification protocol, OPP procedures, disposition accuracy, and member-experience benchmarks. \nDeliver timely, specific coaching after each observation reinforcing what worked and providing concrete, actionable guidance where the agent can grow. \nPartner with the QA/Trainer to calibrate scoring, close skill gaps identified in QA trends, and ensure coaching is consistent across the team. \nCoach agents on correct use of the Primary + Secondary disposition framework so call data remains reporting-ready for QA, trend analysis, and firm-level insights. \nProfessional & Personal Development\nMaintain an individual development plan (IDP) for every direct report, updated quarterly, covering role proficiency, career aspirations, and personal growth goals. \nHold 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. \nIdentify high-potential team members and create stretch opportunities (e.g., peer mentorship for new hires, SME ownership of a disposition category, project participation). \nOnboard new hires coming off the training cohort, pairing them with veteran agents and providing intensified coaching support during their first 30/60/90 days. \nRecognize and celebrate wins publicly call saves, member-experience moments, KPI milestones to reinforce a culture of pride and ownership. \nKPI Tracking & Performance Management\nTrack, analyze, and act on team and individual KPIs, including but not limited to: \nEfficiency: average handle time (AHT), after-call work (ACW), adherence, occupancy, log-in/log-out compliance \nProficiency: QA score, first-contact resolution, disposition accuracy, verification compliance, adherence to script and call-flow standards \nProductivity: calls handled per shift, intakes opened, callbacks completed, transfer accuracy, referral-handling accuracy \nMember Experience: CSAT / member feedback, escalation rate, complaint rate, save rate on at-risk members \nBuild and deliver weekly individual and team performance summaries; identify trends and translate them into targeted coaching actions. \nOwn performance management for direct reports from positive recognition through structured improvement plans and, when necessary, formal corrective action in partnership with HR. \nCoach agents to efficiency, proficiency, and productivity targets simultaneously, ensuring speed never comes at the cost of quality or the member experience. \nTeam Communication & Culture\nLead daily huddles and use the Member Intake Connection Hub to reinforce daily announcements, disposition updates, and resource visibility. \nServe as the primary real-time escalation point for complex calls, hostile callers, OPP inquiries, and complaint / escalation dispositions. \nFoster a collaborative, feedback-driven culture where agents help each other, share wins, and surface issues without hesitation. \nRepresent the front-line perspective in cross-functional discussions, especially where firm-level decisions, process changes, or new tooling will impact the CSR experience. \nProcess & Continuous Improvement\nIdentify 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. \nProvide input into training material updates, ensuring content reflects the actual work happening on live calls. \nContribute to the Intake team’s role in operationalizing a tailored, seamless, cohesive member experience across all states. \nEducation, Knowledge, and Experience\nRequired Qualifications\n3+ years in a contact center / member services environment, with at least 1 year in a supervisory, team lead, or senior QA role. \nDemonstrated experience with real-time queue management, live-call monitoring, and coaching to KPIs. \nWorking knowledge of contact center telephony, workforce management platforms (Workday or equivalent), CRM systems, and QA tooling. \nStrong understanding of call quality frameworks and structured call-flow methodologies. \nProven ability to deliver direct, respectful, growth-oriented feedback and to hold performance conversations with empathy and accountability. \nExcellent written and verbal communication skills; comfortable presenting data, trends, and recommendations to leadership. \nHighly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment. \nPreferred Qualifications\nPrior experience supporting a legal services, insurance, or member-benefits contact center. \nFamiliarity with LegalShield membership, intake workflows, or comparable member-benefit programs. \nExperience implementing or refining disposition frameworks and reporting structures. \nExperience onboarding and ramping new-hire cohorts. \nBachelor’s degree or equivalent experience. \nCore Competencies\nLeadership - leads from alongside the team, not above it \nCoaching Mindset - meets agents where they are and grows them from there \nData Fluency - comfortable turning KPI data into concrete coaching actions \nComposure Under Pressure - steady during volume spikes, escalations, and system issues \nMember-First Thinking - every decision routes back to the member experience \nOwnership & Follow-Through - commitments made are commitments kept \nAdaptability - thrives amid change, and helps the team do the same \nSuccess in the First 90 Days \nFully onboarded to WD, the disposition framework, the Connection Hub, and all monitoring tools. \nEstablished a consistent 1:1 and coaching cadence with every direct report. \nDelivered a first pass of individual QA calibration and identified the top three team-level coaching themes. \nBuilt early trust with the team through visibility, follow-through, and clear communication. \nDelivered at least one process or coaching insight to the Manager grounded in real call data. \nFLSA Status\nExempt\nPhysical Requirements/ Work Environment\nWorks in a professional office environment.\nRoutinely uses standard office equipment, including computers, telephones, photocopiers, filing cabinets, and fax machines.\nRegularly uses hands and fingers to handle, feel, and operate objects, tools, and controls.\nRegularly reaches with hands and arms.\nFrequently sits and stands throughout the workday.\nFrequently communicates verbally and must be able to hear effectively.\nundefinedThe work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nAdditional Information:\nLocation: Ada/Duncan or Remote - United States\nWork Arrangement: This position has a potential to be remote. Occasional travel to corporate offices or company events may be required based on business needs.\nDepartment: Member Intake Services\nEmployment: Full-time\nFLSA: Exempt\nApplication Deadline: This posting is anticipated to close on October 20, 2026.\nAnnual Base Compensation: $40,000 - $69,000\nOther 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.\n 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; and LegalShield and IDShield membership plans. Additional benefits may apply based on position and eligibility.\nLocation:\nRemote Job PostingDepartment:\n3372 Blue Ocean - Member Intake ServicesTime Type:\nFull timeCommitment to Equal Opportunity\nPPLSI 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.\nIf you require a reasonable accommodation to complete the application process, please contact Human Resources at: .","description_format":"text","description_chars":10560,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Company events","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services"],"lifecycle":[{"event":"open","at":"2026-10-13T02:45:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":26,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":69000,"is_top_pay":false},"html_url":"https://alion.io/job/pplsi-member-intake-manager","json_url":"https://alion.io/job/pplsi-member-intake-manager.json","meta":{"generated_at":"2026-10-13T15:19:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23377,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3089127},"rest":"https://alion.io/mcp/rest/get_company?id=3089127"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpplsi-member-intake-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpplsi-member-intake-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpplsi-member-intake-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pplsi-member-intake-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpplsi-member-intake-manager"}]}