Retention Supervisor

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.

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

Key Competencies

• Think Strategically - Identifies and resolves strategic challenges
• Champion Talent - Prioritizes attracting and developing diverse talent
• Know the Business - Uses market and industry knowledge to set priorities and instill business-oriented mindset
• Drive Results - Improves costs, quality, revenue, efficiency, and overall business outcomes
• Be Agile - Guides others in preparing and responding to change
• Foster Collaboration - Proactively helps and involves others across boundaries
• Communication with Impact - Creates open, direct, and respectful communication

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)

Knowledge & Skills

• 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

Salary Transparency

• The expected pay for this position ranges from $62,000- $68,000. In addition, this role offers a performance-based commission structure and bonus incentives

#VIUbyHUB

Department Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: Up to 25%

Required Education: High school or equivalent

HUB 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.

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