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At Tampa Electric, dependable electricity starts with dedicated individuals whose talent, skill and passion drive our success. Weve been lighting the way for West Central Florida for more than 125 yearsand were 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, were creating a cleaner, brighter energy futurewhiledelivering 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. 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. Title: Mgr Customer Experience Center Operations Company: Tampa Electric Company State and City: Florida- Brandon Shift: 8 Hr. X 5 Days 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 Directly and/or indirectly supervise approximately 100+ team members including supervisors, professional/technical team members, union and non-union Customer Service Professionals (CSPs). Tampa Electrics and Peoples Gas CSPs are covered by the OPEIU Collective Bargaining Agreement. QUALIFICATIONS Education Required: Bachelors Degree in Business or related field. In lieu of Bachelors 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. 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 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! 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 contractors 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. #J-18808-Ljbffr