Team Lead

About the role

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.

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
• Absorb and assist Supervisor with scheduling, time-off coverage, and real-time adherence monitoring
• Identify process gaps and recommend improvements to Supervisor and leadership
• Handle retention calls and customer interactions as needed to support team volume

Qualifications

• High school diploma or equivalent required
• 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