What are the responsibilities and job description for the Customer Service Manager (Call Center) , Phoenix, AZ (Hybrid) position at SunSoft Online?
Customer Service Manager (Call Center) , Phoenix, AZ (Hybrid)
Location: Phoenix, AZ 85007 , Hybrid (~25% onsite)
Type: Contract (1 year, through June 2027), full-time | Start: July 20, 2026 (tentative)
Schedule: Call center hours 7 AM–6 PM; includes dedicated Saturday shifts (currently 2/month, increasing)
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.