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Role Description

This position is fully remote.

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.

Role 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.

Qualifications

• 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).

Requirements

• 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.

Benefits

• The expected pay for this position ranges from $62,000- $68,000.
• Performance-based commission structure and bonus incentives.

Company Description

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.