The Pod Manager leads a pod of 8 to 10 Intake Specialists and owns the claimant experience for that pod, from lead creation to signing with the law firm. As a subject matter expert in this process, the Pod Manager stays close to the work by listening to calls, spot-checking cases, and coaching specialists on real claimant interactions rather than from a dashboard. The role monitors intake metrics, conducts audits, protects compliance with Goldwater Law Firm's standards, and helps improve call center quality processes and training materials. Success means a pod that qualifies well, signs well, stays compliant, and grows its own future leaders.
A typical week is about 40% in the work, 30% managing and coaching, 20% admin, and 10% strategy and planning.
Essential Functions/Duties Performed Regularly:
- Score 3 to 5 calls per agent per week: about half live, sitting with the agent and giving feedback right after the call, and about half selected at random and scored at your desk. Spot-check cases daily.
- Identify calls containing medical or legal advice, outcome or timeline promises, or inaccurate qualification answers, and escalate them the same day.
- Manage overflow call volume and de-escalate complex issues, using these moments to model and coach. Overflow support is the exception, not a standing substitute for management.
- Oversee training, onboarding, and continuous development of intake specialists, including new hire onboarding and workshops on new areas of focus. The Intake Director helps organize new hire trainings.
- Send or create coaching for flagged calls in Balto and resolve disputes promptly.
- Hold a weekly 1-on-1 with each specialist that goes beyond status updates: understand motivators, growth goals, and retention risk, and document each in a memo to file in Paycom/Google.
- Identify and develop specialists who could take on more responsibility within 12 months.
- Foster a positive, high-performing environment that promotes engagement and morale.
- Manage day-to-day coverage and approve timecards in line with company policy, with scheduling support from the Intake Director.
- Acknowledge and complete coaching and disputes in Balto within required timeframes.
- Monitor, analyze, and report on pod performance metrics.
- Translate department targets into weekly pod priorities and run a monthly team meeting that ties pod metrics to BP's strategy.
- Use data to recommend workflow improvements, fix root causes, and improve quality processes and training materials.
- Collaborate with Claimant Services, QA, and other departments so intake output meets the needs of the next team in the chain.
- Surface early signals on which case types are performing well or poorly. Escalate to the Intake Director only what the pod cannot solve: missed targets, team-level risks, and process gaps.
- Other duties as assigned.
Qualifications
Minimum Position Requirements:
Education: Bachelor of Science in a related field preferred or equivalent combination of education and experience.
Work Experience: 4+ years of experience, including process management in a call center environment, required. 1+ year(s) of team management experience in a call center environment preferred.
Licenses or Certification: N/A
Skills Required:
- Strong verbal and written communication skills, including the ability to explain the "why" behind a decision
- Strong active listening skills, including listening for blockers
- Comfortable using data and metrics to support coaching, decisions, and escalations
- Strong active listening skills
- Ability to multitask
- Comfortable having conversations on difficult subjects
- High level of emotional maturity
- Ability to maintain confidentiality when handling sensitive information
- Strong interpersonal skills
Physical Requirements:
Standing, walking, sitting, repetitive movements, and use of mechanical controls, such as a keyboard, are frequently required.