Customer Experience Operations Supervisor (Benelux) at Percepta South Africa

Daventry, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

34964.0

Posted On

14 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Performance Evaluation, Call Analysis, Process Improvement, Workforce Management, Customer Satisfaction, Stakeholder Collaboration, Reporting, System Enhancement, Conflict Resolution, Organisational Skills, Analytical Skills, Problem-Solving, Multilingualism, Contact Centre Operations

Industry

Outsourcing/Offshoring

Description

CUSTOMER EXPERIENCE OPERATIONS SUPERVISOR (BENELUX) At Percepta, we bring first-class service across each market we support. As a Customer Experience Operations Supervisor in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture Employment Details: Contract Type: Full-Time, Permanent Working Hours: 40 hours per week, Monday to Friday 8.30am to 5.00pm (Availability beyond these hours; flexibility required). Location: Daventry Salary: £34,964 per annum (inc language premium) Start Date: Monday 1st June 2026 What You’ll Be Doing You’ll lead and support the Benelux Universal Agent (UA) team to deliver exceptional customer experiences while driving operational excellence. This includes analysing call and escalation data to identify process improvements, addressing workforce gaps, and developing well-researched action plans to present to senior leadership. You’ll also work closely with team members to maintain high levels of customer satisfaction, providing guidance on escalated calls and stepping in when needed to ensure the best possible resolution for customers. During a Typical Day, You’ll Employee Experience & Onboarding Promote company and contact centre values during onboarding Act as an employee advocate throughout the lifecycle Support positive employee engagement and morale Ensure new hire setup (IDs, workspace, access) Maintain attendance, timesheets, and discussion logs Administer disciplinary actions and recognise performance Service Level & Operational Management Monitor service levels, schedule adherence, and call flow processes Identify opportunities to improve service delivery Analyse program trends and performance data Evaluate and coach customer service skills through QA processes Ensure training, job aids, and tools are in place Maintain visibility and support on the operations floor Business Partner & Stakeholder Collaboration Attend meetings to discuss program updates and enhancements Manage special reporting requests Communicate program changes and workflow updates Partner with Business Operations on reporting and improvements Gather feedback to recommend process enhancements Keep leadership informed of partner interactions Systems & Continuous Improvement Collaborate with IT on system enhancements Perform user acceptance testing Respond to system-related inquiries Propose enhancements based on operational insights Support quality initiatives, policies, and procedures Complete additional projects as required Team Leadership & Performance Management Coach, develop, and evaluate team members Conduct monthly scorecards and performance reviews Support career development planning Manage recruitment interviews and hiring feedback Drive a positive, high-performance team culture Participate in leadership meetings and required training What You Bring to the Role Multilingual (Dutch/French/German) Must be fluent in English and another language with written and verbal skills to C1 level Further education qualification or university degree (preferred) Equivalent professional experience considered Mid-level contact/call centre experience required Automotive or similar industry experience preferred Proven experience managing, coaching, and improving performance Understanding of contact centre technologies and reporting systems preferred Strong organisational, analytical, and problem-solving skills Excellent communication and interpersonal abilities Proficient in Microsoft Office and general computer systems Strong leadership and conflict resolution skills Ability to prioritise and thrive in a fast-paced environment Professional judgement and decision-making capability What You Can Expect 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays. Company pension Life Assurance 4 x annual salary Contributory pension scheme Private Medical and Insurance and discounted dental scheme Comprehensive travel insurance for you and family in line with Scheme rules Discounts on brand new vehicles Employee Assistance Program (EAP) Cycle to work scheme Free On-site parking About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. Leave it better – We take ownership and leave every process, person, and place better than we found it. Win together – We succeed as one—celebrating, supporting, and showing up for each other. Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. Right to Work Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application. Equal Opportunities Statement Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation. #LI-hybrid

Responsibilities

The supervisor will lead and support the Benelux Universal Agent team to deliver exceptional customer experiences and drive operational excellence by analyzing data, addressing gaps, and developing action plans for senior leadership. Responsibilities also include coaching team members, handling escalated calls, and ensuring high levels of customer satisfaction through guidance and intervention when necessary.