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

About the position

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.

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

Requirements

• 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
• 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

Nice-to-haves

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