Member Retention Supervisor
Core
Supervise retention teams to improve insurance and membership business retention results, achieve performance objectives, and ensure total member satisfaction through coaching and operational management.
Role type
Senior IC member retention supervisor
Builds
Retention business sales productivity results and member service levels
Domain
Insurance and membership services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
P&C sales, supervisory management, coaching, negotiation, call center management, workforce management, HR compliance, Microsoft Office proficiency
Preferred skills
Associate in General Insurance, experience in PMG or DSU, strategic business planning
Technologies
automatic call distribution technology, workforce management software, Microsoft Office
Responsibilities
Plan and direct tasks to achieve team goals for retention metrics; coach team to overcome objections and resell brand value; listen to call recordings to ensure service quality and provide remedial training; handle escalated calls and resolve complaints; interview, screen, hire, promote, and terminate team members; implement strategic business plans and recommend process improvements.
Seniority
Senior, hands-on IC