Job Description:
Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.
Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.
Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.
Customer Care Team Leader
🚀 Your next challenge
As a Partner Customer Care Supervisor, you will be responsible for the operational supervision of experts overseeing external customer service providers. You will play a key role in managing partner performance, optimizing processes, handling incident management, and ensuring operational targets are met, in close collaboration with the Partner Customer Care Manager.
What you’ll be doing:
Team Management & Coordination:
Supervise and support a team of Customer Care Experts.
Ensure continuous development and upskilling of team members.
Organize and lead regular team check-ins and performance reviews.
Operational Oversight of External Partners:
Ensure outsourced activities are delivered in line with agreed KPIs, SLAs, NPS, quality, and productivity standards.
Analyze partner performance and identify improvement opportunities.
Lead corrective action plans in case of performance deviations.
Incident Management:
Monitor and proactively detect operational incidents (quality issues, delays, tool malfunctions, process deviations).
Coordinate root cause analysis with internal experts and external partners.
Define, follow up, and document corrective and preventive actions.
Escalate critical incidents and risks to the Partner Customer Care Manager and relevant stakeholders.
Ensure traceability and proper internal communication of incidents and resolutions.
Strategic Support:
Support volume forecasting and capacity planning with partners.
Contribute to budget tracking and cost control related to partner operations.
Participate in the continuous improvement of internal and external processes.
🌟 You’re a match
Qualifications:
Bachelor’s or master’s degree in management, customer service, or a related field.
Proven experience in supervising customer service teams.
Previous experience managing third-party vendors or external partners is a plus.
Required Skills:
Strong analytical and problem-solving skills.
Demonstrated leadership and team management capabilities.
Solid understanding of performance metrics (KPI, SLA) and reporting tools.
Familiarity with incident management methodologies and tools.
Ability to thrive in a fast-paced, dynamic, and multitasking environment.
Excellent interpersonal and communication skills (both written and verbal) in French or Flemish and English.
Strong organizational skills, attention to detail, and autonomy.
📍 Your location
Brussels - Hybrid
☀️ Happy at work
1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.