Pod Manager

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

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.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/ASkills Required:Strong verbal and written communication skills, including the ability to explain the \"why\" behind a decisionStrong active listening skills, including listening for blockersComfortable using data and metrics to support coaching, decisions, and escalationsStrong active listening skillsAbility to multitaskComfortable having conversations on difficult subjectsHigh level of emotional maturityAbility to maintain confidentiality when handling sensitive informationStrong interpersonal skillsPhysical Requirements:Standing, walking, sitting, repetitive movements, and use of mechanical controls, such as a keyboard, are frequently required.