Customer Experience Team Lead & Coach

First Horizon Bank; Orlando (FL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical with wellness incentives

HSA with company match

Maternity and parental leave

Tuition reimbursement

Mentor program

401(k) with 6% match

Job summary

First Horizon Bank Operations seeks a Performance Manager to coach and develop a designated team of virtual customer service agents in a contact center setting, overseeing around 15 direct reports. The role emphasizes adherence to attendance policies, autonomy, and strong business acumen.

The position involves coordinating bank activities or product lines, with responsibility for performance, staffing, and process improvements in a fast-paced environment.

Qualifications

• Bachelor's (4-year college) degree and 2-4 years of 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

Leadership

Team management

Education

Bachelor's degree (4-year)

4-year college degree

Job description

First Horizon Bank Operations seeks a Performance Manager to coach and develop a designated team of virtual customer service agents in a contact center setting, overseeing around 15 direct reports. The role emphasizes adherence to attendance policies, autonomy, and strong business acumen.

The position involves coordinating bank activities or product lines, with responsibility for performance, staffing, and process improvements in a fast-paced environment.