Mgr Business Customer Experience (CE)

Power up a career with us.Ourpeopleare our greatest investments.

Be the light tohelp uskeep our customers connected.If you are interested in a career and not just a position,Tampa Electricis the place to be!Tampa Electric offers competitive pay, acomprehensivebenefitspackageand opportunities for growth and development in a friendly and professional work environment.We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.

We're honored to serve approximately 780,000 customers across West Central Floridaand safely providethem with clean, affordable and reliable electricity. We've been doing it formore than 100 years, and there's so much more ahead.

Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutionsallwhile keepingtop-notchcustomer service at the center of all we do.

Tampa Electricis a subsidiary of Emera Inc., a family of energy companies which alsoincludes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available inall ofthese locations.

POSITION CONCEPT
The Mgr Business Customer Experience (CE) is responsible for providing leadership and innovation to ensure quality Customer Experience to Tampa Electric and Peoples Gas commercial customers while developing and implementing company objectives to achieve operational goals and business strategies. Lead, coordinate and integrate business efforts with Electric and Gas Business Systems groups to align business practices. Implement and maximize applicable tools to measure and support Commercial Customer Experience goals. Coordinate resources for response to emergency situations and business needs through scheduling and forecasting while meeting operational and financial targets. Ensure quality customer service provided through phone, web and Interactive Voice Response Unit (IVRU). Work diligently and collaboratively with key business partners to digitalize services to improve the overall commercial customer experience.

PRIMARY DUTIES AND RESPONSIBILITIES

• Leads a team consisting of union and non-union team members focused on ensuring the development and delivery of quality customer service. Leads process, projects, technology implementation and application improvements to Commercial Customer Experience operations by scheduling and forecasting resources and leveraging Call Center technologies, ensuring current and future business needs are met.
• Oversees, anticipates and enhances departmental training needs while ensuring appropriate coordination with associated departments and team members, primarily the Business & Industry (B&I) Account Specialists.
• Responsible for overall commercial processes and procedures that impact the delivery of Customer Service and ensure that timely and appropriate communication is provided across the organization. Provides feedback and report analysis to customer service organizations.
• Responsible for escalated customer complaints, and Florida Public Service Commission complaints. Ensures complaint and root cause of complaint is resolved.
• Proactively supports and responds to 24-hour emergency services, supporting Commercial Customer Experience functions and team members while addressing our customers and business needs, and support any special project that impacts commercial customers.
• Builds, continually grows and maintains strong internal stakeholder relationships across Tampa Electric and Peoples Gas, specifically with, but not limited to, Customer Experience Operations, CE Programs, IT, Communications & Marketing, CE Contact Centers, AMI, Billing and Payments, Training, Workforce Management, Energy Delivery, Gas Marketing and Sales, Energy Management, CE Strategy, Business Solutions and Key Accounts.
• Stays in tune with best practices to develop the functional strategy for commercial digital solutions, proposes new programs and products or modification to existing commercial programs. Ensures strategies, solutions, and programs are designed and implemented to result in an optimal commercial customer experience, market transformation and/or the development of new markets resulting from changing regulations, technologies, or business strategies with close coordination with the CE Strategy Team.
• Leads modifications of existing programs or development of new solutions through strong stakeholder engagement, ideation, feasibility analysis, business case development, marketing, business planning and ultimate implementation of new products or programs. Develop and implement business objective in coordination and collaboration with the CE Strategy Team to maximize technology utilization to improve performance and support overall service delivery.
• Leads special projects; works closely with all CE Commercial Departments as a commercial customer liaison with IT, CE Strategy, Business Solutions and third party implementors. Develops budgets, manages budgets and explains variances to achieve project and department success.
• Leads the development and approval of written project requirements. Leads written communications to leadership, committees, internal departments, and external departments; includes written interrogatories. Ensures commercial procedures and processes are automated as technology changes them.

QUALIFICATIONS

Education:

• Required: Bachelor's degree from an accredited institution.
• Preferred: Bachelor's degree from an accredited institution in Business, Engineering, Information Technology, Project Management.

Experience

• Required: 6 years related work experience within a customer service environment and in progressively more complex assignments . Experience leading projects and project teams. In lieu of a Bachelor's degree, an additional 4 years of experience may be considered.

Supervisory Experience:

• Required: 3 years in a team leadership role.
• Preferred: Experience in a utility customer service environment.

Knowledge/Skills/Abilities (KSA)

• Required:
  
  
  
  • Demonstrate leadership and team building skills.
  • Knowledge and demonstrated ability to effectively respond to elevated Commercial Customer calls.
  • Strong written and oral communication skills.
  • Must have the ability to work independently, multi-task, and utilize strong attention to detail.
  • Ability to work effectively in a team environment.
  • Record of leadership and demonstrated success in collaborative development, documentation, planning and implementations of quality systems.
  
  
  
  
• Preferred:
  
  
  
  • Working knowledge of utility departments (TEC and PGS preferred) and the products and services that they deliver to customers.
  • Working knowledge of TEC and PGS systems, customer service processes and procedures.
  • Working knowledge of call center technologies including scheduling and forecasting, IVRU and HVCA.
  • Knowledge of gas and electric utility systems and operations, commercial tariffs, and administrative code.
  
  
  
  

LEADERSHIP COMPETENCIES

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

WORKING CONDITIONS
Must be able to work extended hours, be flexible with schedules, work weekends as necessary and respond to after-hour emergency calls. Must be able to travel to and support operations as needed.

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 stormswill beconsidered 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.