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Contact Center Coach and Performance Manager

2 months ago

Knoxville, United States First Horizon Bank Full time

Location: On site at location listed in job posting. 

THIS ROLE IS LOCATED ON-SITE IN KNOXVILLE, TN. IT IS NOT A REMOTE NOR HYBRID ROLE. 

SUMMARY

The Performance manager's primary focus is coaching, development and performance of a designated team of virtual customer service agents located in a contact center setting. This position would have approximately 15 direct reports and is responsible for the team's adherence to corporate attendance and employment policies. A high degree of autonomy and business acumen is required.

Responsible for the overall coordination and management of a segment of the company's bank activities or one or more of the bank’s product lines.

WEEKLY SCHEDULED HOURS: 11:00AM - 8:00PM EST (Day off of Tuesday, Wednesday, OR Thursday); Required Saturday hours 10:00AM - 7:00PM EST; Sundays off


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Coaches and supports team with a goal of continuous growth and skill improvement
  • Inspires exceptional performance by managing at an individual level and leading by example
  • Provides continuous feedback to team members for their progress and progression plan for their role

SUPERVISORY RESPONSIBILITIES

  • Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:

  • Bachelor's (4-year college) degree and 2-4 years of experience or equivalent combination of education and experience
  • 5-10 years of experience or an equivalent combination of education and experience

 

About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.

Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)