Customer Service Manager
SunSoft Online • Phoenix, AZ50d • Hybrid
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Customer Service Manager (Call Center) , Phoenix, AZ (Hybrid)
SunSoft Online•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.
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
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
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