Customer Service Manager

Ready, set, go! Put your leadership and customer service expertise in motion with a great new opportunity. Join the Kelly® Professional & Industrial team as a  
** Customer Service Manager
** with a forward-thinking public sector organization dedicated to serving the people of Arizona.

Why you should apply to be a  
** Customer Service Manager:*
* +  
** Pay Rate:**  $28.03 per hour

+  
*
* Location:

** Phoenix, AZ 85007

+  
*
* Employment Type:

** 1-year Contract

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*
* Schedule:

** Hybrid (25% onsite as business needs dictate)

+ Onsite is mandatory for:
New Employee Orientation (Day
1), required meetings, IT issues, performance-related matters, equipment return, and other leadership-specified times.

+  
*
* Hours:

*
* + Training: M-F, 8:30 a.m.

-5:00 p.m. (4 weeks, 40 hours/week)

+ Call Center:
Mon-Fri, between 7:00 a.m. and 6:15 p.m. (shifts assigned accordingly)

+  
** Saturday Leadership:
** Must serve as the dedicated Manager for all Saturday 4-hour shifts (currently 2/month, 8 a.m.

-12 p.m.; increasing to every Saturday as call demand grows)

What's a typical day as a Customer Service Manager?

You will:

+ Supervise and support a dynamic frontline call center team, ensuring outstanding customer experience and alignment with agency core values, policies, and operational priorities.

+ Participate in interviewing, hiring, and successful onboarding of new team members.

+ Plan, assign, and efficiently coordinate the daily workload and priorities of direct reports.

+ Conduct regular one-on-one meetings, provide ongoing coaching, feedback, performance reviews, and celebrate excellence and continuous improvement.

+ Set measurable, challenging performance goals with ongoing accountability, mid-year, and annual appraisals.

+ Recognize and reward top performers and proactively support agency culture initiatives.

+ Communicate and uphold agency policies and programs, apply corrective action when needed, and resolve conflicts in collaboration with leadership and HR.

This job might be an outstanding fit if you have:

+ Minimum 2 years of experience leading/managing a frontline phone team (not as team lead) in a fast-paced call center environment.

+ At least 4 years of related experience in customer service, legal, financial, tax, banking, or a similar field.

+ Outstanding communication (verbal, written, listening), organizational, interpersonal, and project management skills.

+ Ability to manage multiple projects while working effectively in high-pressure situations.

+ Strong computer skills:
Windows OS, Internet, MS Office (Outlook, Word, Excel, PowerPoint), and Google Suite (Gmail, Sheets, Docs, Drive).

+ Proficiency with customer service tools, such as ticketing systems, call routing/flow reports (CUIC), call recording (Engage), and agent time tracking (Finesse).

+ A passion for excellent customer service and a commitment to continuous team growth.

What happens next?

Once you apply, our recruiting team will review your application. If your expertise closely matches our needs, we'll be in touch to move you forward. Even if this isn't the perfect match, we'll keep your profile on hand for future opportunities. We're excited to help you take the next step in your leadership journey-apply to be a Customer Service Manager today!

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account.

In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.  ()  for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Get a complete career fit with Kelly ® .

You're looking to keep your career moving onward and upward, and we're here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual…