What are the responsibilities and job description for the Contact Center Coach and Performance Manager position at First Horizon?
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: During work week hours are 10am-7pm with Saturday closing shift of 1:00PM - 10:00PM
**Day off is Sunday and another day off during the middle of the week.
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 Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. 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. More information is available at www.FirstHorizon.com.
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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