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 satisfaction
Proficiency with CRM platforms, quality monitoring systems, and call center technology
Strong interpersonal skills with ability to motivate and build relationships with team members
Time management skills to balance personal production with coaching and leadership responsibilities
Positive attitude with desire to help others succeed and contribute to team culture
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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