Remote Member Intake Manager: Real-Time Coaching & Ops

Pre-Paid Legal Services, Inc.; Ada (OK); Remote; USD 40,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off, holidays, sick leave, &

Parental leave

Job summary

Pre-Paid Legal Services, Inc. is seeking a Manager, Member Intake to lead a virtual team of Intake CSRs serving LegalShield members across the United States.

The role focuses on real-time queue management, coaching, and development to achieve efficiency, proficiency, and productivity targets. The Manager will actively engage with the live queue, coach on the intake framework (Connect → Understand → Assess → Resolve → Close), and drive consistent member experiences across states while

Qualifications

• 3+ years in a contact center / member services environment, with at least 1 year in a supervisory, team lead, or senior QA role.
• Experience with real-time queue management, live-call monitoring, and coaching to KPIs.
• Working knowledge of contact center telephony and QA processes.

Responsibilities

• Monitor real-time queue activity and service levels, adjusting staffing as needed.
• Conduct live-call monitoring and QA reviews for direct reports.
• Provide timely coaching and calibration with QA/Trainer to close skill gaps.
• Lead 1:1s and growth plans, supporting career progression.
• Maintain an escalation point for complex calls and cross-functional issues.
• Drive KPI tracking and performance summaries to inform improvements.

Skills

Real-time queue management

Coaching

Live-call monitoring

Leadership

Queue performance

Education

Bachelor’s degree or equivalent experience

Tools

Workday

CRM systems

QA tooling

Job description

Pre-Paid Legal Services, Inc. is seeking a Manager, Member Intake to lead a virtual team of Intake CSRs serving LegalShield members across the United States.

The role focuses on real-time queue management, coaching, and development to achieve efficiency, proficiency, and productivity targets. The Manager will actively engage with the live queue, coach on the intake framework (Connect → Understand → Assess → Resolve → Close), and drive consistent member experiences across states while