Licensed Retention Supervisor

Job Summary

To support a dynamic contact center environment, the full-time Licensed Retention Supervisor will oversee licensed agents focused on retention and sales efforts, ensuring compliance with metrics and operational standards while working remotely.

Key Responsibilities:

• Supervise daily operations of retention agents, ensuring adherence to policies and achievement of performance metrics
• Lead coaching and development initiatives to enhance agent performance in retention and sales goals
• Resolve complex customer issues and provide escalated support when necessary to maintain high service levels

Required Qualifications:

• Five or more years of experience in sales, retention, and/or customer service, with at least two years in the insurance industry
• State licensing for property/casualty and life products, with ongoing education as required
• Undergraduate studies in insurance, marketing, business administration, or related field preferred
• Experience in a supervisory role within a call center environment
• Strong knowledge of personal lines and life insurance products, sales techniques, and regulatory practices