Supervisor, Contact Center

Tampa Electric Company; Brandon (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401k Savings plan w/ company matching

Pension plan

Paid time off

Paid Holiday time

Medical, Prescription Drug, & Dental

Job summary

Tampa Electric Company in Florida is seeking a Supervisor, Contact Center to lead a team of 15–25 Customer Service Professionals and/or Leads, provide coaching, conduct evaluations, and drive consistent, professional customer experiences. The role emphasizes data-driven performance improvement, cross-functional collaboration, storm events and after-hours/on-call coverage, and talent development.

Requirements include a High School Diploma and 6+ years in customer service with 2+ years in

Qualifications

• 6+ years of experience in customer service or call center operations.
• 2+ years of leadership experience.
• High School Diploma required; Bachelor's preferred.
• Strong use of data and metrics.

Responsibilities

• Lead and develop a high-performing team of 15–25 CSPs/Leads.
• Monitor and improve team performance against key metrics.
• Review calls, analyze reports, and identify trends.
• Resolve escalated customer issues and regulatory complaints.
• Lead through storm events, outages, and after-hours on-call rotation.
• Analyze contact center data and partner with cross-functional teams to improve processes.

Skills

Leadership

Customer service

Coaching

Data-driven

Education

High School Diploma

Bachelor's preferred

Tools

Excel

WFM

IVR

Call monitoring

SAP

Job description

Power up a career with us. Our people are our greatest investments.

Be the light tohelp uskeep our customers connected.If you are interested in a career and not just a position,Tampa Electricis the place to be!Tampa Electric offers competitive pay, acomprehensivebenefitspackageand opportunities for growth and development in a friendly and professional work environment.We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.

We're honored to serve approximately 780,000 customers across West Central Floridaand safely providethem with clean, affordable and reliable electricity. We've been doing it formore than 100 years, and there's so much more ahead.

Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutionsallwhile keepingtop-notchcustomer service at the center of all we do.

Tampa Electricis a subsidiary of Emera Inc., a family of energy companies which alsoincludes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available inall ofthese locations.

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'sabout buildinga strong team, improving processes, and delivering consistently excellent customer experiences.

What You'll Do

Lead & Develop a High-Performing Team

• Supervise a team of 15-25 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

• 6+ years of experience in customer service or call center operations
• 2+ years of leadership experience
• 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!

STORM DUTY REQUIREMENTS....Please make sure to read below!!! Responding to storms will be considered a condition of employment.

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.

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.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement

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 contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy

It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations

Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.