CUSTOMER EXPERIENCE COACH AND PERFORMANCE MANAGER

Customer Experience Coach and Performance Manager

Job Category : Customer Service Requisition Number : CUSTO005506 Showing 1 location Job Details

Description

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Flexibility to work shift with 40 hours. Shift would be 9 : 00-6 : 00 with flexibility to work earlier shift or later shift as needed along with flexibility to work on Saturdays as needed.

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.

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 client interactions.

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

Delivering on our noble purpose for providing a personalized, consistent client experience; delivered by empowered Virtual Bankers who live the corporate promise to exceed clients expectation by understanding their individual or unique financial needs.

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 client

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)

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)