Customer Service Manager
About The Position
We are seeking an experienced Call Center Manager to lead a high-volume customer service team in Phoenix. This is an excellent opportunity for a hands-on leader who is passionate about developing employees, improving operations, and delivering an exceptional customer experience. Hybrid schedule (approximately 25% onsite). Initial four-week training schedule: Monday-Friday, 8:30 AM-5:00 PM. Regular call center hours: 7:00 AM-6:15 PM , with schedules assigned within those hours. Must be available to manage Saturday operations . Current schedule is two Saturdays per month (8:00 AM-12:00 PM), with the expectation of every Saturday as business needs grow.
Requirements
- Minimum 2 years of experience managing a frontline call center team (Team Lead experience alone does not qualify).
- Minimum 4 years of experience in customer service, banking, financial services, collections, legal, tax, or a related industry.
- Demonstrated success leading teams in a high-volume call center.
- Strong leadership, coaching, and employee development skills.
- Excellent verbal and written communication skills.
- Outstanding customer service and conflict resolution abilities.
- Strong organizational, analytical, and time management skills.
- Experience managing multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) and Google Workspace.
- Experience using call center software, ticketing systems, workforce management tools, and reporting platforms.
- Background check required
Nice To Haves
- Bachelor's degree in Business or a related field.
- Experience with Lean, Six Sigma, Continuous Improvement, or process improvement initiatives.
Responsibilities
- Manage the daily operations of a fast-paced call center.
- Supervise, coach, mentor, and develop a team of customer service representatives.
- Recruit, interview, hire, and onboard new employees.
- Conduct one-on-one coaching sessions, performance reviews, and employee development planning.
- Monitor productivity, service levels, and quality metrics to ensure operational goals are met.
- Resolve escalated customer and employee issues.
- Identify process improvements and implement operational efficiencies.
- Collaborate with leadership and cross-functional teams to improve performance.
- Promote a positive, accountable, and customer-focused work environment.
Benefits
- Available after eligibility period is met
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What This Job Offers
Job Type
Full-time
Career Level
Manager
