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:
1. 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.
2. Identify calls containing medical or legal advice, outcome or timeline promises, or inaccurate qualification answers, and escalate them the same day.
3. 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.
4. 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.
5. Send or create coaching for flagged calls in Balto and resolve disputes promptly.
6. 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.
7. Identify and develop specialists who could take on more responsibility within 12 months.
8. Foster a positive, high-performing environment that promotes engagement and morale.
9. Manage day-to-day coverage and approve timecards in line with company policy, with scheduling support from the Intake Director.
10. Acknowledge and complete coaching and disputes in Balto within required timeframes.
11. Monitor, analyze, and report on pod performance metrics.
12. Translate department targets into weekly pod priorities and run a monthly team meeting that ties pod metrics to BP's strategy.
13. Use data to recommend workflow improvements, fix root causes, and improve quality processes and training materials.
14. Collaborate with Claimant Services, QA, and other departments so intake output meets the needs of the next team in the chain.
15. 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.
16. 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.
Skills Required
- Bachelor of Science in a related field or equivalent combination of education and experience
- 4+ years of experience, including process management in a call center environment
- 1+ year of team management experience in a call center environment
- Strong verbal and written communication skills
- Strong active listening skills
- Comfort using data and metrics for coaching, decisions, and escalations
- Ability to multitask
- Comfort having conversations on difficult subjects
- High level of emotional maturity
- Ability to maintain confidentiality when handling sensitive information
- Strong interpersonal skills
What We Do
Broughton Partners is an innovative, technology-first legal marketing and case acquisition company that connects law firms with qualified claimants, providing mass tort support and strategic guidance.
