Team Lead

Role Overview   The Team Lead serves as a front-line leader within VIU's Personal Lines Sales/Retention function, providing day-to-day guidance, coaching, and support to Sales/Retention agents. This role bridges individual contributors and VIU Supervisors, serving as a subject matter expert who leads by example through side-by-side coaching, real-time performance support, and quality monitoring. The Team Lead drives team performance by identifying coaching opportunities, providing immediate feedback, reinforcing retention strategies, and ensuring adherence to quality standards while maintaining personal production goals.  Role Responsibilities   Provide daily coaching and real-time feedback to Sales/Retention agents through call monitoring, side-by-sides, and performance observations  Conduct call reviews and quality assessments to identify coaching opportunities and skill development needs  Lead team huddles, share best practices, and reinforce sales/retention strategies and save techniques  Mentor new team members and provide onboarding support to accelerate ramp-up  Serve as subject matter expert and escalation point for complex customer situations  Monitor individual agent performance against KPIs including retention rate, save rate, call quality, and customer satisfaction  Review calls for compliance with scripts, quality standards, and regulatory requirements  Celebrate team wins and recognize high performers to drive motivation and engagement  Lead by example by maintaining personal sales/retention goals and demonstrating best-in-class retention techniques  Assist Supervisor with scheduling, time-off coverage, and real-time adherence monitoring  Track and report on team performance metrics and coaching activities  Identify process gaps and recommend improvements to Supervisor and leadership  Handle retention calls and customer interactions as needed to support team volume  Key Competencies   Coaching & Development     Provides constructive feedback and develops team members through observation and real- time support  Retention Expertise     Deep understanding of save techniques, objection handling, and customer retention strategies  Communication     Clear communicator who delivers feedback, motivates team members, and escalates issues effectively  Leadership by Example     Demonstrates excellence in retention performance and professional behavior  Problem Solving     Identifies performance issues and works with team to implement solutions  Attention to Detail     Monitors quality standards and ensures compliance with processes and regulations  HUB Leadership Competencies   VIU by HUB Leads are expected to demonstrate the following HUB organizational competencies in their daily work:  Think Strategically   Understands the big picture. Seeks multiple points of view and investigates all potential options, risks, and outcomes to drive results.  Champion Talent   Attracts and contributes to an environment where learning and development are valued and rewarded. Encourages a growth mindset and acknowledges accomplishments.  Know the Business   Understands how HUB generates revenue and what drives profitability. Makes decisions that clearly support HUB’s strategy and helps to transform plan into action by having awareness of business challenges, customer needs, procedures, and results.  Drive Results   Maintains high standards of accountability and concentrates efforts on achieving high-quality results aligned with HUB’s values. Uses critical thinking and sound business judgment to make decisions with varied degrees of risk and uncertainty.  Be Agile   Thrives in uncertain, complex, and ambiguous circumstances by anticipating and responding to changes with quick, focused, and adaptable behaviors. Combines rapid decision making with an action-oriented mindset to implement creative solutions.  Foster Boundaryless Collaboration   Encourages working together with others to freely collaborate, share information, and ideas across different disciplines. Leverages the strengths of others.  Communicate with Impact   Engages in respectful, authentic, and open communication with a variety of audiences in both verbal and non-verbal ways. Delivers convincing and meaningful messages that create alignment.  Qualifications   High school diploma or equivalent required  Associate's or Bachelor's degree in Business, Communications, or related field preferred  3-5 years of insurance industry experience (Property & Casualty preferred)  2+ years as a top-performing Retention agent or similar customer service role with demonstrated success achieving retention goals  Experience providing informal coaching, mentoring, or training to peers  Strong understanding of personal lines insurance products (auto, home, renters, umbrella)  Excellent communication skills with ability to provide constructive feedback  Proven ability to manage multiple priorities while maintaining personal performance  Self-motivated with desire to develop leadership skills  Previous Team Lead, Senior Agent, or informal leadership experience  Experience in call center or high-volume retention environment  Familiarity with quality monitoring tools and call center technology  Track record of consistently ranking in top tier of team performance  Active Property & Casualty insurance license required   Knowledge & Skills   Strong understanding of customer retention strategies, save techniques, and objection handling specific to insurance  Deep knowledge of personal lines insurance products including coverage options and rating factors  Skilled in providing real-time coaching and feedback in a call center environment  Ability to monitor calls for quality, compliance, and customer service excellence  Understanding of call center metrics including retention rate, save rate, and customer