Performance Coach & Team Leader – Contact Center Ops

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

Job summary

First Horizon Bank Operations 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 emphasizes building strong team performance, adherence to attendance policies and decision‑making with autonomy and business acumen.

You will coordinate bank activities or product lines, lead by example, and drive continual growth within the team while collaborating with internal partners.

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
• 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.

Education

Bachelor's degree

Job description

First Horizon Bank Operations 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 emphasizes building strong team performance, adherence to attendance policies and decision‑making with autonomy and business acumen.

You will coordinate bank activities or product lines, lead by example, and drive continual growth within the team while collaborating with internal partners.