Contact Center Coach and Performance Manager

First Horizon Corp. • Knoxville, TN

70d • Onsite

About The Position

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone's ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. 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.

Requirements

• 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

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
• 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.

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
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 5,001-10,000 employees