Business Service Center Coach and Performance Manager

First Horizon Bank; Knoxville (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

First Horizon Bank in Knoxville is seeking a Performance Manager to coach and develop a designated team of virtual Business Service Center agents in a contact center environment. The role oversees adherence to attendance and employment policies with a strong emphasis on autonomy and business acumen.

The position leads, coordinates and evaluates a segment of banking activities, with work hours Monday–Friday 8:00 AM–7:00 PM; on-site work at the listed location.

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

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

Skills

Coaching

Team leadership

Performance management

Education

Bachelor's degree

Job description

Location: On site at location listed in job posting.

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 Business Service Centeragents located in a contact center setting. This positionis 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.

Work Hours:The Business Service Center is open Monday through Friday, 8:00 AM to 7:00 PM. Your schedule will fall within those hours.

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