Mgr Customer Experience Center Operations

Tampa Electric Company•Brandon, FL

About The Position

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.

Requirements

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.
7 years direct work experience in customer service functions performing the duties and responsibilities of this position.
3 years direct or indirect supervisory experience with responsibilities for leading direct reports or teams to achieve results.
Demonstrated effective supervisory/leadership skills.
Knowledge of Call Center industry best practices, technology and processes.
Demonstrated organizational, planning and effective interpersonal communication skills.

Nice To Haves

Direct experience in Contact Center/Call Center operations.
Demonstrated effective individual and strategic leadership.

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.