Customer Service Manager (Call Center) , Phoenix, AZ (Hybrid)

Customer Service Manager (Call Center) , Phoenix, AZ (Hybrid)

About the Role

SunSoft Online is seeking a Customer Service Manager for a contract opportunity with an Arizona state agency. You'll lead and manage a frontline call center team, overseeing daily operations, coaching and developing staff, conducting performance reviews, and ensuring excellent customer service in a fast-paced, high-volume phone environment.

Key Responsibilities

• Lead, coach, and develop a frontline phone team
  
• Plan, assign, and oversee daily work of direct reports
  
• Conduct one-on-ones, performance feedback, and appraisals
  
• Participate in interviewing, hiring, and onboarding
  
• Communicate and enforce agency policies; address complaints and resolve issues
  
• Manage dedicated Saturday shifts
  

Must-Have (on resume)

• Minimum 2 years leading/managing a frontline phone team in a fast-paced call center (manager level, not team lead)
  
• Minimum 4 years' experience in customer service, legal, financial, tax, banking, or similar
  
• Strong communication, interpersonal, organization, and project management skills
  
• Proficiency in Windows, MS Office, and Google Suite
  

Preferred

• Bachelor's degree in business or related
  
• Continuous Improvement, Six Sigma, or LEAN experience
  

Additional Details

• Must be local to Phoenix (current location on resume)
  
• Able to clear a comprehensive background check including AZ tax compliance, FBI criminal background, and Level 1 Fingerprint Clearance
  
• Available for an in-person interview within one week
  
• Able to start within two weeks of an offer
  

To apply, submit your resume with your current city and state listed.