Customer Experience Supervisor

Location: On site at location listed in job posting.

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

**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 everyones 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 Managers 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 teams 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 companys bank activities or one or more of the banks 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 organizations 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:

• Bachelors (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 nations best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at.

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
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Required Experience:

Manager