Retention Supervisor
About The Position
This position is fully remote About us: Powered by HUB International, VIU by HUB is a digital insurance platform built to make finding the right coverage simple, fast, and stress-free. As a dynamic start-up backed by a leading global insurance brokerage, VIU by HUB blends cutting-edge technology with personalized expert guidance. Customers can compare policies, shop top-rated carriers, and receive customized quotes- all with unbiased advice available online or through a dedicated human advisor. Role Overview The Retention Supervisor leads a team of Retention agents to deliver exceptional customer experiences that maximize policy retention and customer lifetime value. This front-line leader coaches team members, implements retention strategies, monitors performance metrics, and fosters a culture of continuous improvement and customer-centricity through hands-on leadership and daily coaching.
Requirements
- High school diploma or equivalent (Bachelor's degree in Business or Communications preferred)
- 3-5 years of insurance industry experience (Property & Casualty preferred)
- 1-3 years coaching, training, or developing team members
- Call center or contact center experience
- Proven track record driving sales, retention, or round-out opportunities
- Strong organizational skills with attention to detail
- Active Property & Casualty insurance license (or ability to obtain within 90 days)
- Previous supervisory or team lead experience in insurance or financial services
- Experience with retention strategies, customer save techniques, and objection handling
- Familiarity with insurance CRM systems, quality monitoring tools, and workforce management platforms
- Limited travel required (occasional team meetings, training, company events)
- Hours vary based on business needs; occasional closing shift required (9PM EST)
- Strong understanding of personal lines insurance products (auto, home, renters, umbrella) including coverage options, rating factors, and competitive positioning
- Knowledge of call center metrics, quality standards, and best practices for managing inbound/outbound teams
- Skilled in coaching methodologies including side-by-side observation, call calibration, role-playing, consultative selling, and objection handling
- Ability to interpret performance data, identify trends, and translate insights into actionable coaching and strategy
- Deep commitment to customer satisfaction with ability to model exceptional service behaviors
- Self-starter with entrepreneurial mindset and initiative to identify opportunities and drive continuous improvement
- Ability to analyze First Call Resolution data and translate findings into targeted coaching that improves efficiency and customer experience
Responsibilities
- Lead daily coaching activities including side-by-sides, team huddles, and monthly one-on-one sessions focused on development, performance, and career growth
- Deliver performance reviews and provide ongoing feedback to drive individual and team success
- Monitor call quality, customer interactions, and process adherence to identify coaching opportunities
- Coach agents on cross-sell and round-out techniques (umbrella, flood, earthquake, life) to drive NEX/AOR yield rate and premium-per-FTE performance
- Foster a positive, competitive environment that motivates agents to exceed retention goals
- Develop and implement creative retention strategies to improve customer retention rates
- Identify trends in cancellations and non-renewals; implement solutions to address root causes
- Build, monitor, and analyze KPIs including retention rate, save rate, customer satisfaction, call quality, and First Call Resolution (FCR)
- Hold team accountable to performance standards including Sales Phone Yield Rate targets
- Review previous day results daily to celebrate wins and address performance gaps
- Partner with recruiting to identify, interview, and hire new Retention team members
- Lead onboarding and training for new hires to ensure successful ramp-up
- Identify high-potential team members and create development plans for advancement
- Address performance issues through coaching, performance improvement plans, or disciplinary action
- Maintain deep knowledge of systems, processes, and insurance products to effectively support the team
- Manage team schedules, time-off requests, and coverage to ensure adequate staffing
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
