Supervisor, Contact Center

Supervisor, Contact Center

Our people power everything we do. At Tampa Electric, dependable electricity starts with dedicated individuals whose talent, skill and passion drive our success. Join us and build a rewarding career with competitive pay, comprehensive benefits and a culture that supports your growth. Your potential finds its purpose at Tampa Electric.

This role is critical to how our customers experience our company every day. We're looking for a Supervisor, Contact Center who can lead with purpose, develop people, and drive performance in a fast-paced, high-impact environment.

What You'll Do

• Lead & Develop a High-Performing Team
• Supervise a team of 1525 Customer Service Professionals (CSPs) and/or Leads
• Provide coaching, feedback, and performance management
• Conduct performance evaluations and identify development opportunities
• Reinforce accountability while fostering a positive team environment
• Drive Customer Experience & Performance
• Monitor and improve team performance against key metrics
• Ensure customer interactions are professional and accurate
• Review calls, analyze reports, and identify trends
• Resolve escalated customer issues and regulatory complaints
• Lead Through Complexity & Critical Events
• Participate in storm events, outages, and emergency situations
• Support after-hours and weekend on-call rotation
• Provide leadership in high-pressure situations
• Improve Operations & Drive Change
• Analyze contact center data and reports
• Partner with cross-functional teams to improve processes
• Support continuous improvement efforts
• Support Talent & Workforce Planning
• Support hiring and onboarding of new team members
• Participate in interviews and staffing coordination
• Manage scheduling, time tracking, and productivity

What We're Looking For

Minimum of 6 years of call center experience, or customer service experience with significant call center exposure, demonstrating progressively increasing responsibility. In lieu of this, a bachelor's degree with 2+ years or an associate's degree with 4+ years of related call center-focused experience may be considered. Minimum of 2 years in a leadership role within a call center environment, or in a customer service setting with substantial call center experience. Experience must reflect progressively increasing responsibility and have occurred within the last 5 years. Previous gas and/or electric utility experience is a plus. High School Diploma required; Bachelor's preferred.

What Sets You Apart

Passion for developing people Ability to work in fast-paced environments Strong use of data and metrics Strong conflict resolution skills Continuous improvement mindset

Tools & Skills

Microsoft Office (Excel) Contact center tools (WFM, IVR, call monitoring) SAP or similar systems preferred Strong communication and leadership skills

What Success Looks Like

Team meets or exceeds performance goals Employees are engaged and developing Customer issues are resolved effectively Recognized as a trusted leader

Working Conditions

Flexible schedule including evenings/weekends On-call rotation responsibilities Participation in storm response Occasional travel may be required

TECO Offers a Competitive Benefits Package

Competitive Salary 401k Savings plan w/ company matching Pension plan Paid time off Paid Holiday time Medical, Prescription Drug, & Dental Coverage Tuition Assistance Program Employee Assistance Program Wellness Programs On-site Fitness Centers Bonus Plan and more!

TECO Energy is proud to be an Equal Opportunity Employer. TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.