Title: Mgr Customer Experience Center Operations 
Company: Tampa Electric Company 
State and City: Florida - Brandon
Shift: 8 Hr. X 5 Days

POSITION CONCEPT 
The Mgr  Customer Experience Center is responsible for providing leadership to ensure quality Customer Service to Tampa Electric and Peoples Gas customers through the Call Center via phone, web, Interactive Voice Response Unit (IVRU) and other mediums.  Leads the team, coordinates response to emergency situations and effectively develops and manages O&M labor costs and the Call Center budget.  Actively involved in setting strategic business goals for OPEIU labor negotiations and responsible for maintaining relationships to ensure compliance with negotiated contract.  

PRIMARY DUTIES AND RESPONSIBILITIES 

• Provides leadership and manages teams of supervisors and 100+ Electric and Gas union and non-union Customer Service Professionals in the main residential queue, one or more of specialty queues, front and back-office fulfillment, remote Customer Experience Center locations, contractors, and/or multiple channels of service such as chat, email, phone, etc.
• Ensure a positive, professional work environment that supports continuous improvement and efficiencies.  Ensure effective integration of people, processes, and technology to provide quality and effective customer experience, and client satisfaction with services. Ensure Customer Experience Center operation is meeting performance goals such as service level, total handle time, average handle time, productivity and quality, supporting special initiatives, employee development and morale, all while working within approved budget. 
• Collaborates with a team of managers and Customer Experience Leadership to ensure alignment with the Customer Experience strategy and the broader position of the organization.   Remains current with the Call Center industry's best practices, Customer Experience best practices, along with utility best practices. 
• Coordinate emergency response and serve as primary coordinator for Call Center during storms or other emergencies. 
• Assure that safety awareness among all team members is a way of life and skills/technical training is provided to enable recognition/mitigation of safety risks.
• Support OPEIU labor union strategies and negotiations efforts and manage appropriate contract language interpretations regarding various compensation and work environment issues. 

SUPERVISION
DIRECT:     Directly and/or indirectly supervise approximately 100+ team members including supervisors, professional/technical team members , union and non-union Customer Service Professionals (CSPs). Tampa Electric’s and Peoples Gas CSPs are covered by the OPEIU Collective Bargaining Agreement.

QUALIFICATIONS 
Education 

• Required:    Bachelor’s Degree in Business or related field.  
• In lieu of Bachelor’s degree, an additional 4 years of experience with a High School Diploma or an additional 2 years of experience with an Associate's degree may be considered.

Experience  

• Required:    7 years direct work experience in customer service functions performing the duties and responsibilities of this position.
• Preferred:    Direct experience in Contact Center/Call Center operations.

Supervisory Experience 

• Required:    3 years direct or indirect supervisory experience with responsibilities for leading direct reports or teams to achieve results.  

Knowledge/Skills/Abilities (KSA) 

• Required:    
  • Demonstrated effective supervisory/leadership skills.
  • Knowledge of Call Center industry best practices, technology and processes.
  • Demonstrated organizational, planning and effective interpersonal communication skills.
• Preferred:  
  • Demonstrated effective individual and strategic leadership. 

LEADERSHIP COMPETENCIES:

• Speaks Up on Safety, Health & the Environment        
• Drives Operational Excellence for Customers        
• Develops People and Teams                
• Thinks Strategically & Exercises Sound Judgment
• Takes Ownership & Acts with Integrity
• Builds Collaborative Relationships
• Cultivates Innovation & Embraces Change

WORKING CONDITIONS 
Works in a primary office and has a satellite office in various locations.  Travel 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.