Supervisor, Contact Center

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 

• 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