FSL Manager responsible for consumer experience across Asurion's FSL Programs. Includes performance monitoring, training, and team development in Miami and Orlando areas.
Responsibilities
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
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