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 Sun.

Soft 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.