Supervisor, Contact Center

POWER UP A CAREER WITH US

Our people power everything we do. At Tampa Electric, dependable electricity starts with dedicated individuals whose talent, skill and passion drive our success. We’ve been lighting the way for West Central Florida for more than 125 years—and we’re just getting started. 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. We proudly deliver 99.98% electric service reliability to nearly 860,000 customers across 2,000 square miles of Hillsborough County and parts of Polk, Pasco and Pinellas counties. Through innovation and strategic investments, we’re creating a cleaner, brighter energy future—while delivering exceptional service every step of the way. We reflect the communities we serve and foster a workplace where every employee feels welcomed, valued and engaged. Join our team of energy experts and help shape the future of power. Storm Duty Requirements Tampa Electric and its sister companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our Tampa Electric customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures. Responding to storms will be considered a condition of employment. Tampa Electric is proud to be an Equal Opportunity Employer. To learn more, please visit the disclosure statements. Job Specification Title: Supervisor, Contact Center Company: Tampa Electric Company State and City: Florida - Brandon Shift: 8 Hr. X 5 Days Why This Role Matters At Tampa Electric and Peoples Gas, our Contact Center is the front line of the customer experience — and 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. This is more than managing call metrics — it’s about building a strong team, improving processes, and delivering consistently excellent customer experiences. What You’ll Do Lead & develop a high‑performing team of 15–25 Customer Service Professionals (CSPs) and/or leads; provide coaching, feedback, and performance management. Conduct performance evaluations, identify development opportunities, reinforce accountability, and foster a positive team environment. Monitor and improve team performance against key metrics; ensure customer interactions are professional and accurate. Review calls, analyze reports, identify trends, resolve escalated customer issues and regulatory complaints. Participate in storm events, outages, and emergency situations; support after‑hours and weekend on‑call rotation; provide leadership in high‑pressure situations. Analyze contact center data and reports; partner with cross‑functional teams to improve processes; support continuous improvement efforts. 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 6+ years of experience in customer service or call center operations. 2+ years of leadership experience. High School Diploma required; Bachelor’s degree 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 and weekends. On‑call rotation responsibilities. Participation in storm response. Occasional travel may be required. Benefits Competitive salary, 401(k) savings plan with company matching, pension plan, paid time off, paid holiday time, medical, prescription drug, and dental coverage, tuition assistance program, employee assistance program, wellness programs, on‑site fitness centers, bonus plan and more. Storm Duty Requirements (Repeated) TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures. Responding to storms will be considered a condition of employment. Equal Employment Opportunity Statement TECO Energy is an Equal Opportunity 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 other protected characteristics, except where physical or mental abilities are a bona fide occupational requirement. In addition to the legal requirements, TECO Energy will base employment decisions on skills, knowledge, qualifications and abilities. #J-18808-Ljbffr LRP Media Group