Senior Customer Service Supervisor
Il y a 3 mois
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.
Employee Contract type:
Permanent Regular
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.
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.
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.
Your next challenge
Add business context
What you'll be doing:
40% People Management
- Definition of departmental and team objectives based on Sodexo's strategic objectives
- Evaluation of team performance (performance monitoring, one-on-one interviews, feedback sessions, setting individual objectives, etc.) and development of team skills
- Active participation in the recruitment and integration of new employees
- Creation of a policy and strategy in the field of knowledge management to maintain an optimal level of knowledge of internal and external agents.
- In collaboration with the CX department: management of capacity planning
60% Monitoring, reporting and continuous improvement
- Definition of a clear roadmap for his/her department to guarantee a quality service for the different stakeholders
- In collaboration with CX and the external supplier: organization of satisfaction campaigns.
- Creation, analysis and monitoring of NPS and NES related KPIs. - Active participation in various continuous improvement projects related to happy flows (analysis of internal processes and launch of automation actions)
- Complaints management: consolidation and analysis of information to have a global view and to be able to draw up concrete action plans
- Reporting and relevance of information: in collaboration with the CX department, analysis of the outsourcer's performance and definition of necessary action plans
- Identification of reporting needs for different stakeholders
- Incidental guidance of KAM in follow-up meetings with stakeholders
- Collecting and consolidating feedback from the field to develop action plans to improve the quality of service provision
- Reporting to management on (recurring) problems
You’re a match
Work Experience Requirements:
- Holder of a Bachelor's or Master's degree
- Successful experience of at least 3 years as Team Lead/Supervisor in a customer service department
- Good experience in developing strategic plans and implementing concrete actions
- Excellent knowledge and experience in reporting and development of transversal action plans
- Good project management skills
- Excellent knowledge of Excel and other reporting tools
- Presentation skills - experience in presenting figures/reports at management/board/external stakeholders level
- Experience in project and change management
- Successful experience in people management
- Good knowledge of NL/FR/GB
Your team
Nicolas Vanraes
Your location
Brussels
- ️ Happy at work
- A meaningful job: Be the change Help us build the future of employee benefits by bringing to life sustainable
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