Contact Center Team Lead and Performance Optimization Specialist

7 days ago


Knoxville, Tennessee, United States First Horizon Bank Full time
Job Summary

We are seeking a highly skilled and experienced Contact Center Team Lead and Performance Optimization Specialist to join our team at First Horizon Bank. This role will be responsible for coaching, developing, and managing a team of customer service representatives to ensure exceptional performance and adherence to corporate policies.

Key Responsibilities
  • Coach and support team members to achieve continuous growth and skill improvement
  • Inspire exceptional performance by managing at an individual level and leading by example
  • Provide 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
  • 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 Bank is a leading regional financial services company dedicated to helping our clients, communities, and associates unlock their full potential with capital and counsel. We serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States.

Benefits
  • Medical with wellness incentives, dental, and vision
  • HSA with company match
  • Maternity and parental leave
  • Tuition reimbursement
  • Mentor program
  • 401(k) with 6% match
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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