Customer Experience Performance Manager in Knoxville, TN at First Horizon National Corporation

Date Posted: 11/6/2020

Job Snapshot

  • Employee Type:
  • Location:
    6522 Chapman Highway
    Knoxville, TN
  • Job Type:
  • Experience:
    Up to 5 year(s)
  • Date Posted:
  • Job ID:

Job Description

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.

This leader is responsible for day-to-day operations within the contact center, maintaining productivity and performance standards. They will work closely with the senior leadership team to execute the business strategy and are expected to escalate policies and/or procedure opportunities that would enhance customer interactions. 

The Performance Manager ensures delivery of a best in class customer experience, based on the First Horizon brand promise of “Understanding in Action”, recognizing and meeting the customer’s needs in a virtual environment.

Essential Duties and Responsibilities:

    • Motivate and inspire team members to meet and exceed key performance metrics
    • 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
    • Promotes team work while recognizing high performers
    • Monitors work queues and manages work distribution
    • Leads with a sense of urgency and customer obsession
    • Exercises a can-do spirit, a sense of optimism, ownership and commitment
    • Interview, select, counsel and discipline team members
    • Collaborate and partner with others as needed to achieve corporate objectives
    • Engagement to escalate call drivers impacting the Customer

    Education and/or Work Experience Requirements:

    • Three to five years’ experience in bank product service/operations and management
    • BA, BS degree or equivalent in experience
    • Two years’ experience written and verbal direct customer communications
    • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
    • Ability to work independently and to carry out assignments to completion within specified requirements
    • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing a differentiated customer experience
    • Excellent computer proficiency (MS Office, Word, Excel and Outlook)

    Physical Requirements:

    • Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including qualitative and/or quantitative productivity standards.
    • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
    • Must be able to talk, listen and speak clearly on telephone.

    Work Hours: Monday thru Friday 12:00 pm - 9:00 pm (must be available to work 1:00 pm - 10:00 pm as needed)  Rotating Saturday shift 6:30 am - 3:00 pm or 11:30 am - 8:00 pm   Days off Sunday and one day during the week when scheduled to work on Saturday.                                                                                       


    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)