Call Center Manager

Calling all fellow slushie junkies, Frazil fans, and frozen beverage connoisseurs!

Freezing Point is the fastest growing frozen beverage company in the US and the maker of Frazil, 100% Juice Frazil, and Café Tango! If you are a people-centric, metrics-drive leader, read on…we may be the perfect team for you!

Position Summary

Freezing Point’s customers are businesses, convenience stores, gas stations, schools, etc. who have signed on to sell Frazil and Café Tango products. Most of them do this using Frazil slush machines. Our Customer Service team serves as the front-line contact for stores who need assistance with their machine or equipment supplies. When technical or mechanical issues arise, the service team will also work with our third-party technician teams to arrange for service, repair, or replacement of machines.

Our Customer Service Manager is responsible for direct oversight and guidance of the Customer Service Team. In addition to day-to-day guidance, they are responsible for developing and managing team metrics, maintaining administration of team technology tools, training, process development and documentation, and direct people leadership. At Frazil, this includes performance reporting, regular one-on-one’s, performance reviews, coaching sessions, and feedback delivery.

Essential Duties & Responsibilities

As one of our largest teams, the Customer Service Manager will spend most of their time providing direct support and people leadership to their team while also partnering with other operations managers to analyze, report, and maintain service delivery levels.

On any given day you may:

• Serve as the senior point of escalation for high-risk issues and provide direct guidance to your Customer Service Associates.
• Run metrics to review prior day/week team performance and report to senior leadership.
• Manage team metric dashboards and volume analysis.

• Review staffing needs and schedules to ensure appropriate workload distribution.
• Partner closely with the service operations, logistics, and sales team managers to ensure service delivery needs are being met.
• Completing quality reviews, performance reviews, or coaching sessions for CSA’s and provide performance feedback.
• Manage internal team processes including oversight of the team training playbook.
• Interview, hire, and onboard new team members.
• Other duties and projects as assigned.

Preferred Qualifications and Skills

Our best leaders are high accountability, natural problem solvers. They enjoy a fast-paced environment and are comfortable with change and ambiguity. Preferred qualifications include:

• 5+ years in team leadership or management, preferrable of phone-based, front-line teams in technical or mechanical fields.
• Experience managing both onsite and remote teams.
• Experience relaying technical or mechanical information to customers over the phone.

Who will be successful in this role?

While specific industry experience is not necessary, our most successful leaders exhibit the following key traits:

• You are a “roll up your sleeves” leader. You aren’t afraid to get your hands dirty and get to know the business. You know that building a team requires you to balance working in the weeds and strategy. You inspire your team by setting the example.

• You are a feedback-focused leader who knows that supporting your team includes building positive, trust-based relationships alongside providing clear, candid performance feedback. 
• You are a data-driven leader. You find metrics motivating and enjoy some healthy competition now and then. More than that, you know how to leverage metrics to get others exciting about hitting their goals. You know how to leverage data to motivate your team and drive for results.
• You are a low-ego leader. Your commitment is to the end goal, and you are eager to contribute new ideas while remaining open to implementing the ideas of others.
• You’re a tech-savvy leader who has excellent computer skills, including proficiency in Outlook, Excel, and Word. You know how to present data and insights and are focused on using technology in ways that increase efficiency at quality, at all levels of work.

Working Conditions

Onsite office position in Salt Lake City, UT.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Relocate:

• Salt Lake City, UT 84104: Relocate before starting work (Required)

Work Location: In person