Pod Manager

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.