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.