Business Service Center Coach and Performance Manager

First Horizon Bank; Knoxville (TN); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

HSA match

Parental leave

Tuition assistance

Mentor program

401(k) match

Job summary

First Horizon Bank is seeking a Performance Manager for our virtual Business Service Center team in Knoxville. You will coach and develop a designated group of contact center agents, drive performance, and ensure adherence to attendance and employment policies.

The role requires strong leadership, autonomy, and business acumen to coordinate bank activities across product lines. You will provide feedback, mentor colleagues, and contribute to service excellence.

Qualifications

• Coaching and developing a team to continuous growth and skill improvement.
• Strong leadership with the ability to guide individuals and teams toward high performance.

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

Education

Bachelor's degree

5-10 years experience

Job description

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 Center agents 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

About Us

First Horizon Corporation 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.