FSL Manager
Asurion
full-time
Posted on:
Location Type: Hybrid
Location: Miami • Florida • United States
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About the role
- Ensure FSLs are compliant with all contractual agreements
- Monitor performance metrics including SLAs, KPIs, and quality standards for each FSL
- Train and certify FSLs on processes
- Conduct on-site field inspections on a regular scheduled basis
- Rate service providers on an ongoing basis based on performance and behaviors that best support Asurion's programs
- Develop processes to ensure clients' customers receive reliable, timely, and consistent high-quality service
- Manage cost control functions to minimize service expense and additional authorizations without sacrificing customer service
- Coach and develop a team of FSL Staff members, maintaining company standards and program demand
Requirements
- Business or related College degree
- 7 years minimum experience in service management, or technical experience
- Proven track record in cost reduction, quality management, and customer service
- Previous experience in vendor relations
- Previous P&L management, and/or department/team management
- Previous Management experience at a Service center level
- Microsoft Office skills including Word and Excel.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service managementcost reductionquality managementvendor relationsP&L managementteam managementfield inspectionsperformance metricsSLAKPI
Soft Skills
coachingteam developmentcommunicationleadershiporganizational skills