Customer Service Supervisor

Location: Phoenix, AZ
Schedule: Hybrid (25% Onsite)

Hybrid Schedule

This position is primarily remote; however, employees are required to report to the Phoenix office as business needs dictate, including:

• Day 1 New Employee Orientation
• Mandatory meetings
• IT support needs
• Performance-related coaching
• Equipment return upon separation
• Other leadership-directed business needs

Training Schedule: Monday–Friday, 8:30 AM – 5:00 PM (First 4 Weeks)

Call Center Hours: 7:00 AM – 6:00 PM (Closing shifts may extend until 6:15 PM)

Saturday Requirement: This leadership role is responsible for managing Saturday call center operations. Currently, the schedule includes two Saturdays per month (8:00 AM – 12:00 PM) and will expand to every Saturday as business needs increase.

Position Overview

We are seeking an experienced Customer Service Supervisor to lead a fast-paced call center team while fostering a culture of accountability, collaboration, and exceptional customer service. This role is responsible for supervising frontline customer service representatives, driving operational performance, coaching employees, and ensuring the delivery of outstanding service experiences.

The ideal candidate has previous experience managing a call center team, excels at employee development, and thrives in a metrics-driven environment.

Essential Responsibilities

• Supervise, coach, and develop a frontline customer service team.
• Participate in interviewing, hiring, and onboarding new employees.
• Plan, assign, coordinate, and oversee daily team activities.
• Conduct regular one-on-one coaching sessions and provide ongoing performance feedback.
• Complete mid-year and annual performance evaluations.
• Establish performance expectations and recognize employee achievements.
• Address employee performance concerns and administer corrective action when appropriate.
• Resolve employee and customer concerns in a timely and professional manner.
• Promote a positive, collaborative, and customer-focused work environment.
• Monitor productivity, service levels, and operational performance.
• Lead projects and continuous improvement initiatives.
• Ensure compliance with agency policies, procedures, and quality standards.

Required Qualifications

• Minimum 2 years of experience managing a frontline call center team (Team Lead experience alone does not qualify).
• Minimum 4 years of experience in customer service, legal, financial, tax, banking, or a related professional environment.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service and conflict resolution skills.
• Experience coaching, mentoring, and developing employees.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office (Excel, Word, Outlook, PowerPoint) and Google Workspace (Gmail, Docs, Sheets, Drive).
• Experience using customer service ticketing systems, call routing systems, call recording software, or workforce management tools.

Preferred Qualifications

• Bachelor's degree in Business or a related field.
• Experience with Lean, Six Sigma, or Continuous Improvement methodologies.
• Experience leading projects and cross-functional initiatives.
• Knowledge of accounting principles and customer service best practices.
• Experience working in government, financial services, tax, legal, or highly regulated environments.

Successful Candidate Will Demonstrate

• Strong leadership and coaching abilities.
• Excellent customer service mindset.
• Ability to motivate and develop employees.
• Strong decision-making and analytical skills.
• Professionalism, accountability, and integrity.
• Ability to build collaborative relationships across teams.
• Commitment to continuous improvement and operational excellence.

Background Requirements

Candidates must successfully complete:

• Arizona Tax Compliance Verification
• FBI Criminal Background Check
• Level One Fingerprint Clearance through the Arizona Department of Public Safety

Must-Have Resume Qualifications

• 2+ years managing a frontline call center team
• 4+ years in customer service, banking, legal, financial, tax, or similar industries
• Proven experience coaching and developing employees
• Strong communication and leadership skills
• Experience managing performance metrics in a high-volume call center
• Strong organizational, project management, and problem-solving skills