Intake Pod Lead & Performance Coach

Broughton Partners; Savannah (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Broughton Partners is seeking a Pod Manager to lead a pod of 8-10 Intake Specialists and own the claimant experience from lead creation to signing with the firm. You will stay close to the work by listening to calls, spot-checking cases, and coaching specialists on real claimant interactions rather than from dashboards.

The role emphasizes compliance, quality, and developing future leaders while aligning with BP standards.

Qualifications

• 4+ years in process management in a call center
• 1+ year team management in a call center
• Strong verbal and written communication
• Data-driven coaching and escalation
• Confidential handling of sensitive information

Responsibilities

• Lead a pod of 8-10 Intake Specialists and own claimant experience
• Listen to calls, spot-check cases, and coach on real interactions
• Monitor intake metrics and run weekly pod meetings
• Oversee training, onboarding, and ongoing development
• Manage day-to-day coverage and approve timecards with scheduling support
• Escalate calls with medical/legal advice promptly
• Translate targets into weekly pod priorities
• Collaborate with Claimant Services, QA and other departments

Skills

Verbal & written communication

Active listening

Data-driven coaching

Multitasking

Confidentiality

Emotional intelligence

Education

Bachelor of Science or equivalent

Tools

Balto

Paycom

Google Workspace

Job description

Broughton Partners is seeking a Pod Manager to lead a pod of 8-10 Intake Specialists and own the claimant experience from lead creation to signing with the firm. You will stay close to the work by listening to calls, spot-checking cases, and coaching specialists on real claimant interactions rather than from dashboards.

The role emphasizes compliance, quality, and developing future leaders while aligning with BP standards.