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

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 teamPlan, assign, and oversee daily work of direct reportsConduct one-on-ones, performance feedback, and appraisalsParticipate in interviewing, hiring, and onboardingCommunicate and enforce agency policies; address complaints and resolve issuesManage dedicated Saturday shiftsMust-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 similarStrong communication, interpersonal, organization, and project management skillsProficiency in Windows, MS Office, and Google SuitePreferred:Bachelor's degree in business or relatedContinuous Improvement, Six Sigma, or LEAN experienceAdditional 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 ClearanceAvailable for an in-person interview within one weekAble to start within two weeks of an offerTo apply, submit your resume with your current city and state listed.