Supervisor, Contact Center

Tampa Electric Company • Brandon, FL

5d • Onsite

About The Position

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.

Requirements

• 6+ years of experience in customer service or call center operations
• 2+ years of leadership experience
• High School Diploma required

Nice To Haves

• Bachelor’s preferred
• Passion for developing people
• Ability to work in fast-paced environments
• Strong use of data and metrics
• Strong conflict resolution skills
• Continuous improvement mindset
• Strong communication and leadership skills

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED