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 AM6 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 Satur...