Customer Experience Supervisor

First-Horizon-Bank; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

First Horizon Bank Operations is seeking a Performance Manager to oversee a designated team of virtual customer service agents in a contact center setting.

You will coach, develop and drive performance for about 15 direct reports, while ensuring adherence to attendance and employment policies and coordinating bank activities.

Job description

Location: On site at location listed in job posting.

Work Hours: During work week hours are 11am-8pm with Saturday shift of 8am-5pm

**Day off is Sunday and another day off during the middle of the week.

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.

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