Permanent Regular Job Description: Pluxee is a global player in employee benefits and engagement that operates in 28 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 As a Partner Customer Care Supervisor, y you will lead a small team of Customer Care Experts and oversee the daily operational performance of our outsourced customer service vendor. Your role combines vendor performance steering, team coordination, incident management, and continuous improvement, ensuring seamless collaboration between internal teams and the vendor. Key responsibilities: Vendor Operations Management Monitor the daily performance of our outsourced customer service vendor (KPI, SLA, quality, productivity). Analyze trends, identify performance gaps, and propose improvement actions. Drive corrective action plans and ensure proper follow-through. Ensure alignment between vendor operations and internal expectations. Team Leadership & Coaching Lead, support, and develop a team of Customer Care Experts. Build operational expertise, autonomy, and quality within the team. Conduct regular check-ins, feedback sessions, and performance follow-ups. Incident & Quality Management Detect and assess operational incidents (quality issues, delays, process deviations, tool malfunctions). Coordinate root cause analysis with internal SMEs and the vendor. Document, track, and communicate corrective and preventive actions. Escalate critical incidents and risks to the Customer Care Vendor Manager and relevant stakeholders. Operational Planning & Continuous Improvement Contribute to volume forecasting and capacity planning with the vendor. Support budget monitoring related to outsourced activities. Improve processes, documentation, and operational workflows across channels. You’re a match Bachelor’s or master’s degree in management, customer service, or a related field. 3–6 years of experience in customer service operations. Experience supervising a small team or acting as a senior expert. Previous exposure to vendor management or outsourced operations is a strong plus. Solid understanding of KPI/SLA management and operational reporting. Strong analytical and problem-solving abilities. Familiarity with incident management methodologies. Excellent communication skills in French or Dutch, and English (mandatory) Strong organizational skills, attention to detail, and ability to manage multiple priorities. Comfortable working in a fast-paced and evolving environment. Available to work in hybrid model: 3 days at home and 2 at our offices in Brussels. ☀️ 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.