Remote Call Center Manager – Member Intake

Interactive Resources; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

Interactive Resources is seeking a Manager, Member Intake to lead a remote team of member intake representatives for a national member-benefits organization. You will oversee real-time queue management, QA, coaching, and performance to improve efficiency, service quality, and member satisfaction.

The role combines hands-on leadership with data-driven decision making, monitoring live performance, guiding escalations, and developing staff through onboarding and structured development plans.

Qualifications

• 3+ years in a contact center, customer service, or member services.
• 1+ year in a supervisory or senior quality assurance role.
• Hands‑on experience monitoring real‑time contact center queues.
• Experience with live or recorded call monitoring and performance coaching.
• Ability to track, interpret, and improve contact center KPIs.
• Working knowledge of contact center telephony, WFM systems, CRM platforms, and quality monitoring tools.
• Strong organizational, communication, analytical, and problem‑solving skills.
• Ability to manage competing priorities in a fast-paced, service-driven environment.

Responsibilities

• Oversee real-time contact center operations, including service levels, ASA, abandon rates, staffing, and schedule adherence.
• Monitor agent activity, break schedules, after-call work, and log-in/log-out compliance via workforce management tools.
• Identify bottlenecks, callback backlogs, and service delivery issues; escalate with data-driven recommendations.
• Conduct live and recorded call reviews to evaluate performance and QA.
• Coach team on structured call flows, documentation accuracy, and member communication.
• Lead daily virtual team huddles and regular one‑on‑one performance discussions.
• Develop individual development plans and guide onboarding through 30/60/90‑day programs.
• Track metrics including AHT, ACW, schedule adherence, QA scores, FCR, CSAT, volume and escalations.
• Prepare weekly performance summaries; drive improvements in processes and workflows.
• Serve as escalation point for complex inquiries and coordinate with HR for corrective actions.

Skills

Real-time queue management

Team leadership

Performance coaching

Quality assurance

KPI management

Employee development

Communication

Problem solving

Analytical skills

People management

Education

Bachelor's degree or equivalent

Tools

WFM systems

CRM platforms

Quality monitoring tools

Job description

Interactive Resources is seeking a Manager, Member Intake to lead a remote team of member intake representatives for a national member-benefits organization. You will oversee real-time queue management, QA, coaching, and performance to improve efficiency, service quality, and member satisfaction.

The role combines hands-on leadership with data-driven decision making, monitoring live performance, guiding escalations, and developing staff through onboarding and structured development plans.