Service Delivery Supervisor

7 days ago


Knoxville, Tennessee, United States First Horizon National Corporation Full time

We are seeking a highly skilled Service Delivery Supervisor to join our team. As a Service Delivery Supervisor, you will be responsible for ensuring that our customers receive exceptional service by managing the performance of our Customer Solutions Representatives.

This role involves overseeing the complaint process, fact gathering, investigation process, and advising on actions for resolution to maintain Service Level Agreements. You will also be responsible for scheduling adherence, employee conduct, and issue solution goals.

In addition, you will monitor communications with customers and internal business partners for timeliness and quality, providing effective feedback to individuals and teams to shape behavior and results.

This role requires excellent leadership skills, problem-solving ability, and customer advocacy experience. You must have excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.

  • Oversee customer complaints and issues
  • Maintain Service Level Agreements
  • Monitor and improve team performance
  • Develop and implement strategies to improve customer satisfaction


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