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
Member Intake Manager in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.