Retention Supervisor

This position is fully remoteAbout 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 OverviewThe 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 ResponsibilitiesLead daily coaching activities including side-by-sides, team huddles, and monthly one-on-one sessions focused on development, performance, and career growthDeliver performance reviews and provide ongoing feedback to drive individual and team successMonitor call quality, customer interactions, and process adherence to identify coaching opportunitiesCoach agents on cross-sell and round-out techniques (umbrella, flood, earthquake, life) to drive NEX/AOR yield rate and premium-per-FTE performanceFoster a positive, competitive environment that motivates agents to exceed retention goalsDevelop and implement creative retention strategies to improve customer retention ratesIdentify trends in cancellations and non-renewals; implement solutions to address root causesBuild, 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 targetsReview previous day results daily to celebrate wins and address performance gapsPartner with recruiting to identify, interview, and hire new Retention team membersLead onboarding and training for new hires to ensure successful ramp-upIdentify high-potential team members and create development plans for advancementAddress performance issues through coaching, performance improvement plans, or disciplinary actionMaintain deep knowledge of systems, processes, and insurance products to effectively support the teamManage team schedules, time-off requests, and coverage to ensure adequate staffingKey CompetenciesThink Strategically - Identifies and resolves strategic challengesChampion Talent - Prioritizes attracting and developing diverse talentKnow the Business - Uses market and industry knowledge to set priorities and instill business-oriented mindsetDrive Results - Improves costs, quality, revenue, efficiency, and overall business outcomesBe Agile - Guides others in preparing and responding to changeFoster Collaboration - Proactively helps and involves others across boundariesCommunication with Impact - Creates open, direct, and respectful communicationQualificationsHigh 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 membersCall center or contact center experienceProven track record driving sales, retention, or round-out opportunitiesStrong organizational skills with attention to detailActive Property & Casualty insurance license (or ability to obtain within 90 days)Previous supervisory or team lead experience in insurance or financial servicesExperience with retention strategies, customer save techniques, and objection handlingFamiliarity with insurance CRM systems, quality monitoring tools, and workforce management platformsLimited travel required (occasional team meetings, training, company events)Hours vary based on business needs; occasional closing shift required (9PM EST)Knowledge & SkillsStrong understanding of personal lines insurance products (auto, home, renters, umbrella) including coverage options, rating factors, and competitive positioningKnowledge of call center metrics, quality standards, and best practices for managing inbound/outbound teamsSkilled in coaching methodologies including side-by-side observation, call calibration, role-playing, consultative selling, and objection handlingAbility to interpret performance data, identify trends, and translate insights into actionable coaching and strategyDeep commitment to customer satisfaction with ability to model exceptional service behaviorsSelf-starter with entrepreneurial mindset and initiative to identify opportunities and drive continuous improvementAbility to analyze First Call Resolution data and translate findings into targeted coaching that improves efficiency and customer experienceSalary TransparencyThe expected pay for this position ranges from $62,000- $68,000. In addition, this role offers a performance-based commission structure and bonus incentives#VIUbyHUBDepartment Account Management & ServiceRequired Experience:2-5 years of relevant experienceRequired Travel:Up to 25%Required Education:High school or equivalentHUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.E-Verify Program (https://hubinternational.jobs/e-verify/)We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team [email protected] . This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. Experience: 3 years required