Contact Center Coach and Performance Manager

Contact Center Coach and Performance Manager

Job Category : Customer Service

Requisition Number : CONTA015152

Posted : October 30, 2025

Full-Time

On-site

Location : On site at location listed in job posting.

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.

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.

Responsible for the overall coordination and management of a segment of the company's bank activities or one or more of the bank's product lines. 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 :

Qualifications :

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.

Benefit Highlights :

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.