Contact Center Coach and Performance Manager
Company: First Horizon
Location: Knoxville
Posted on: January 3, 2026
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Job Description:
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 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 bank’s product lines. WEEKLY SCHEDULED HOURS: During
work week hours are 11:00 AM - 8:00 PM with Saturday closing shift
of 11:00 AM - 8:00 PM Day off is Sunday and another day off during
the middle of the week. 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
www.FirstHorizon.com. 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 • More
FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Equal Opportunity Employer/Protected Veterans/Individuals with
Disabilities This employer is required to notify all applicants of
their rights pursuant to federal employment laws. For further
information, please review the Know Your Rights notice from the
Department of Labor.
Keywords: First Horizon, Knoxville , Contact Center Coach and Performance Manager, Accounting, Auditing , Knoxville, Tennessee
