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Job Description
Broughton Partners is a technology-first legal marketing company. Our mission is to end corporate negligence by providing law firms with mass tort case generation solutions built on efficiency, data science, and transparency. This role is part of the Intake Operations department and reports to the Director of Claimant Journey.
What’s the role like and who’s a good fit:
Intake Pod Managers play a crucial role in our intake operations department. Each Pod Manager oversees a team of ~9 new case specialists and is responsible for all aspects of their performance and advancement. An ideal Intake Pod Manager has a mastery of the tasks they are asking their team to perform and feels comfortable giving candid and direct feedback to help their team members thrive in servicing claimants and continue growing professionally.
The main responsibilities of an Intake Pod Manager include:
20% Managing the team - keeping employee engagement high
Minimum Position Requirements:
Education: High School diploma or equivalent.
Work Experience: Minimum 2 years of related experience required.
Intake Pod Manager
Location: Savannah, Georgia. The job is predominantly onsite.
Shift: Tuesday - Saturday, 2pm - 11pm
Who we are and where does this role sit:
Broughton Partners is a technology-first legal marketing company. Our mission is to end corporate negligence by providing law firms with mass tort case generation solutions built on efficiency, data science, and transparency. This role is part of the Intake Operations department and reports to the Director of Claimant Journey.
What’s the role like and who’s a good fit:
Intake Pod Managers play a crucial role in our intake operations department. Each Pod Manager oversees a team of ~9 new case specialists and is responsible for all aspects of their performance and advancement. An ideal Intake Pod Manager has a mastery of the tasks they are asking their team to perform and feels comfortable giving candid and direct feedback to help their team members thrive in servicing claimants and continue growing professionally.
The main responsibilities of an Intake Pod Manager include:
20% Managing the team - keeping employee engagement high
- Managing the team means keeping the team's readiness and willingness to do the job high, sometimes called employee engagement. It means being consistent about 1-on-1s with each team member, keeping the work fun with contests and incentive programs, and helping surface pain points in the department and creative ways to resolve them. When engagement is low, the ability to implement employee-specific performance improvement plans (PIP) to get it back on track.
20% Quality Assurance
- You’ll have granular analytics available to you to help spot-check calls, monitor uptime, conversions, and more. It’s important to proactively monitor team performance to know the process is being followed, especially as it relates to compliance.
20% Training and change management
- When process adherence issues are discovered it’s important to train your team so everyone can improve. There are also new legal torts from time to time that will require new training and process changes as we discover and implement best practices as a team. Training never ends!
20% Helping with overflow and leading by example
- We believe strongly in leaders having a player/coach mentality and leading by example. During peak call times, it’s possible we’ll have calls waiting, which can be a great time to jump in and help your team. It also helps keep you sharp so you can continue working to improve the process. For us, that means being ruthless about keeping the process simple while still maintaining high quality and standards.
10% Process optimization (Scoping features/process improvements)
- Being a pod manager is about managing people, but without a refined and efficient process, it’s almost impossible to do well. Our goal is to make the work as simple and intuitive as possible, which takes constant tweaking and collaboration not just with other pod managers and intake leaders, but with other departments including tech, marketing, and sales as well.
10% Other/Misc. activities
- Broughton Partners is a relatively new and growing business, so its important leaders are resilient and able to adapt to change. While we try to be intentional about changes and to roll them out in an organized way, you should anticipate some ad hoc projects like preparing for new lines of business, integrations with third-party vendors, and other activities we’re not yet able to anticipate.
Must-Haves:
- Strong leadership capabilities and ability to facilitate change management. Must be willing to be a player/coach and to lead by example
- Willingness to live in Savannah, Georgia. The job is predominantly onsite.
- Excellent verbal and written communication skills
- Strong active listening skills
- Strong time management and planning capabilities
- Ability to lead with positive energy and work as a member of a team
- Emotional intelligence skills and conflict resolution skills
- Strong analytical and problem-solving skills
- Ability to work with G Suite and generally tech savvy to manage complex tasks between several software tools
- Previous track record of managing high-performing teams or displaying the ability to perform all the responsibilities above at a high level at this company.
Plus:
Comfortable public speaking
Comfortable public speaking
Minimum Position Requirements:
Education: High School diploma or equivalent.
Work Experience: Minimum 2 years of related experience required.
