Customer Service Management Visa Sponsorship Jobs in Tennessee
Tennessee's customer service management roles span major employers like FedEx, Nissan North America, and Asurion, with hiring concentrated in Nashville, Memphis, and Knoxville. Healthcare systems, logistics companies, and financial services firms regularly seek experienced managers, making Tennessee a practical destination for international candidates pursuing visa sponsorship in this field.
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Get Access To All JobsLocation: Onsite listed in the job posting
Weekly Scheduled Hours- 9am – 6pm EST (possibly 8am – 5pm EST)
The Customer Experience Analyst / Workforce Management Specialist position is an individual contributor role that works as part of a team generating forecasts and schedules and performing analytics on results. This individual will be responsible for overseeing scheduling, reporting and auditing functions. They will be responsible for reviewing trends relative to scheduling and schedule staff accordingly to ensure service level standards are met, optimal cost effectiveness, operational efficiency, and service delivery for both in house and a remote workforce. This individual will develop and maintain comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels. Through data preparation, tracking and analysis this position will provide guidance and direction on workforce strategies across multiple departments to enhance performance and productivity while reducing costs.
Major Duties And Responsibilities
- Monitor daily agent activity, agent Adherence and call volume trends for multiple queues and sites to maximize productivity and Contact Center performance.
- Monitor Contact Center metrics (after call time, talk time, hold times, abandonment rate and IVR usage) to assist with forecasting of calls and staffing needs.
- Forecast long-term and short-term staffing needs by utilizing workforce technology to analyze trends.
- Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound telephony and support teams to determine appropriate staffing requirements and achieve performance objectives.
- Serve as a primary point of contact for daily scheduling issues and responsible for working closely with team members and management to provide real time direction of staff movements to ensure maximum efficiency while optimizing service and cost.
- Maintain schedules to meet service objectives, operational goals and optimize productivity.
- Analyze Contact Center trends, including volume, arrival patterns, staff productivity, and resource allocation.
- Recognize and recommend operational improvements.
- Facilitate and lead planning efforts and make recommendations of workforce efficiencies and operational improvements to Management Team on Bi-Weekly Calls.
- Compile, summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc.
- Perform interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business.
- Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals.
- Track and report on system issues, downtime and escalate as required.
- Perform Ad Hoc analysis.
Qualifications
- Minimum 2 year experience in Workforce Management required, WFM CXone preferably in a contact center environment
- Experience with Workforce Management software (scheduling, performance tracking, reporting) required (NICE, Calabrio)
- Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
- Must possess complex problem solving, judgment, critical thinking and decision-making skills
- Ability to be highly organized with an emphasis on accuracy and timeliness required
- Must have the ability to organize information and have attention to detail and accuracy
- Demonstrate strong verbal and written communication skills
- Strong organizational skills and the ability to multi-task
- Strong MS Office Product Knowledge
- Must be able to work a flexible schedule including day and/or evening hours
- Must be at least 18 years old
- Must be able to work 40 hours per week
- Multi-channel Contact Center Management Experience Preferred
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 nation's 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
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Location: Onsite listed in the job posting
Weekly Scheduled Hours- 9am – 6pm EST (possibly 8am – 5pm EST)
The Customer Experience Analyst / Workforce Management Specialist position is an individual contributor role that works as part of a team generating forecasts and schedules and performing analytics on results. This individual will be responsible for overseeing scheduling, reporting and auditing functions. They will be responsible for reviewing trends relative to scheduling and schedule staff accordingly to ensure service level standards are met, optimal cost effectiveness, operational efficiency, and service delivery for both in house and a remote workforce. This individual will develop and maintain comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels. Through data preparation, tracking and analysis this position will provide guidance and direction on workforce strategies across multiple departments to enhance performance and productivity while reducing costs.
Major Duties And Responsibilities
- Monitor daily agent activity, agent Adherence and call volume trends for multiple queues and sites to maximize productivity and Contact Center performance.
- Monitor Contact Center metrics (after call time, talk time, hold times, abandonment rate and IVR usage) to assist with forecasting of calls and staffing needs.
- Forecast long-term and short-term staffing needs by utilizing workforce technology to analyze trends.
- Prepare forecasts for upcoming weeks/ months and rolling twelve months for inbound telephony and support teams to determine appropriate staffing requirements and achieve performance objectives.
- Serve as a primary point of contact for daily scheduling issues and responsible for working closely with team members and management to provide real time direction of staff movements to ensure maximum efficiency while optimizing service and cost.
- Maintain schedules to meet service objectives, operational goals and optimize productivity.
- Analyze Contact Center trends, including volume, arrival patterns, staff productivity, and resource allocation.
- Recognize and recommend operational improvements.
- Facilitate and lead planning efforts and make recommendations of workforce efficiencies and operational improvements to Management Team on Bi-Weekly Calls.
- Compile, summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking, etc.
- Perform interval, daily, weekly, monthly, annual analysis of historical performance at individual centers and individual departments and lines of business.
- Conduct “what if” analysis in order to determine the best strategy for meeting all service and cost goals.
- Track and report on system issues, downtime and escalate as required.
- Perform Ad Hoc analysis.
Qualifications
- Minimum 2 year experience in Workforce Management required, WFM CXone preferably in a contact center environment
- Experience with Workforce Management software (scheduling, performance tracking, reporting) required (NICE, Calabrio)
- Must have the ability to demonstrate strong analytical skills, with emphasis on forecasting
- Must possess complex problem solving, judgment, critical thinking and decision-making skills
- Ability to be highly organized with an emphasis on accuracy and timeliness required
- Must have the ability to organize information and have attention to detail and accuracy
- Demonstrate strong verbal and written communication skills
- Strong organizational skills and the ability to multi-task
- Strong MS Office Product Knowledge
- Must be able to work a flexible schedule including day and/or evening hours
- Must be at least 18 years old
- Must be able to work 40 hours per week
- Multi-channel Contact Center Management Experience Preferred
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 nation's 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
Follow Us
X formerly Twitter
YouTube
Customer Service Management Job Roles in Tennessee
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Search Customer Service Management Jobs in TennesseeCustomer Service Management Jobs in Tennessee: Frequently Asked Questions
Which companies sponsor visas for customer service managers in Tennessee?
FedEx in Memphis, Asurion in Nashville, and Nissan North America in Smyrna have documented histories of sponsoring work visas for professional and managerial roles. Large healthcare networks like HCA Healthcare and Vanderbilt University Medical Center also sponsor customer service management positions, particularly in patient services and operations. Sponsorship is more common at enterprise-level employers than at smaller regional businesses.
Which visa types are most common for customer service management roles in Tennessee?
The H-1B is the most common visa for customer service management roles when the position qualifies as a specialty occupation, typically requiring a bachelor's degree in business, communications, or a related field. The L-1A is an option for managers transferring within a multinational company. Candidates from Canada or Mexico may qualify for the TN visa under the USMCA, which covers management consultants and certain business roles.
Which cities in Tennessee have the most customer service management sponsorship jobs?
Nashville leads the state for customer service management sponsorship, driven by its concentration of healthcare, technology, and financial services companies. Memphis is a significant hub due to FedEx's global headquarters and the broader logistics and distribution sector. Knoxville offers opportunities through manufacturing and healthcare employers. Smaller markets like Chattanooga and Murfreesboro have growing employer bases but fewer sponsorship-eligible openings.
How to find customer service management visa sponsorship jobs in Tennessee?
Migrate Mate filters job listings specifically by visa sponsorship availability, making it straightforward to search customer service management roles in Tennessee without sorting through positions that don't offer sponsorship. You can narrow results by city, industry, and visa type to match your background and eligibility. Migrate Mate is built for international candidates, so every listing is screened for sponsorship relevance.
Are there state-specific considerations for customer service management sponsorship in Tennessee?
Tennessee has no state income tax on wages, which affects prevailing wage comparisons since federal H-1B wage requirements are based on Department of Labor data for each metropolitan area, not take-home pay. Nashville's rapidly growing tech and healthcare sectors have increased competition for management roles. Candidates with experience in logistics, healthcare operations, or financial services align well with Tennessee's dominant industries and face the strongest sponsorship prospects.
What is the prevailing wage for sponsored customer service management jobs in Tennessee?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.
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