This is a fully remote role. The ideal candidate will: • Demonstrate strong people leadership and coaching ability, with a track record of driving performance through accountability and engagement • Communicate effectively and influence across teams and levels while managing both frontline agents and leadership stakeholders • Thrive in a fast-paced, metrics-driven contact center environment, balancing service, sales, and retention priorities • Be adaptable and versatile, with the ability to pivot quickly across competing priorities and support both inbound and outbound operations • Bring insurance and/or contact center leadership experience, with a solid understanding of customer experience and operational performance Job Description Summary Whether working to sell new or retain existing business, we are customer-focused, positive, persistent and tenacious. Our products are designed to protect our customers, and we know that insurance coverage has the potential to make their worst day better. If you are technologically savvy, can connect and communicate in a fast-paced environment and adapt easily to changes, we want to know more about you! As a Supervisor, you'll oversee all aspects of licensed agents responsible for retention and sales-related efforts across multiple distribution channels and for multiple property/casualty and life products. You'll be responsible for the team's compliance of contact center metrics, underwriting guidelines, service standards for payment options, policy statements, complaints and other customer inquiries in a "first time final" mode. Supervises the completion of any related processing activities. Responsible for the development, coaching, training, and mentoring of individual team members. Supervises the interactive processes between unit/team and customers to ensure an outstanding customer experience. May provide back up support to support sales. Job Description Key Responsibilities: • Provides for day-to-day application of organizational policies and procedures in conducting retention and sales business. Reviews team's productivity, quality and service level through tactical direction. • Achieves retention objectives through coordination and supervision of retention agents. Uses coaching and leadership skills to encourage agents to meet and exceed retention operational goals. • Provides sales-related metrics, including conversion, multi-line quoting and cancellation rates. • Resolves complex issues that may span multiple areas of the business or contact points. Interacts with and consults with other units to resolve issues. • Contacts customers to assist with escalated opportunities when needed. • Maintains current understanding of products, sales, and regulatory practices and procedures. • Supervises training for retention agents to ensure that they acquire and maintain current understanding of products, retention techniques, systems, regulations and operational standards. • Supervises associates, including hiring, evaluation, performance management, salary planning and administration, training, workflow planning and disciplinary actions. Coordinates responsibilities according to Nationwide policies and practices. • Provides input to the planning, development and monitoring of plans and objectives at the unit, product and center level. Analyzes results for unit and recommends improvements. • Supervises unit work volume, assigns work, organizes non-standard schedules and makes recommendations regarding staffing needs. Creates and maintains required records and reports. • Provides input to the department budget and is held responsible for performance against individual team budget. Monitors and reports data that may impact overall operating results. May perform other responsibilities as assigned. Reporting Relationships: Reports to Manager/Director. Direct reports include Personal Lines Retention Agent, Direct Distribution and other support staff. Typical Skills and Experiences: Education: Undergraduate studies in insurance, marketing, business administration, communication or related field highly desirable; college degree preferred. Continuing education as required by state(s). Prefer participation in professional insurance coursework. License/Certification/Designation: State licensing as required for property/casualty and life products. Continuing education as required by state(s). Associate must acquire the required state licenses within the time period designated by the business unit. If an associate is unable to acquire required licenses/registrations within the designated time period, the associate will be ineligible to continue in the position. Experience: Five or more years of related sales, retention and/or service experience. Prefer at least two years of insurance industry experience and some supervisory and call center exposure. Knowledge, Abilities and Skills: Requires knowledge of personal lines and life insurance products, sales techniques, customer service, underwriting practices and procedures and regulatory requirements. Ability to lead, coach and develop agents and other staff in all aspects of telephone insurance sales, retention and underwriting, including rating, binding, phone sales techniques and state laws and regulations. Ability to work as a leader and team member. Requires necessary verbal and written communication skills to interact with agents, policyholders and prospective customers and other sales center functions. Requires the ability to operate a personal computer and related sales, underwriting and business software. Other criteria, including leadership skills, competencies and experiences may take precedence. Staffing exceptions to the above must be approved by the hiring manager's leader and HR Business Partner. Values: Regularly and consistently demonstrates the Nationwide Values. Job Conditions: Overtime Eligibility: Exempt (Not eligible) Working Conditions: Requires the ability to work in a call center environment. Must be available to work non-standard hours, including shifts and weekends. We currently anticipate accepting applications until 06/26/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline. Benefits We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here. This position could be filled within any of the lower 48 U.S. states. Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule. The national salary range for Supervisor, Retention Direct Distribution - Personal Lines : $63,000.00-$118,000.00 The expected starting salary range for Supervisor, Retention Direct Distribution - Personal Lines : $63,000.00 - $95,000.00