Beauty Digital Agents – Superviseur(e) clavardage

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage the daily operations of the live chat support team.

• Lead a team of over 10 chat agents.

• Create, maintain, and publish team schedules while overseeing workforce coverage.

• Handle time-off requests, shift swaps, attendance, punctuality, and adherence to schedules.

• Monitor live chat queues, agent availability, workload distribution, bottlenecks, and service-level challenges.

• Modify queue routing and break schedules in real time.

• Act as the primary escalation point for intricate, technical, or sensitive customer inquiries.

• Conduct one-on-one coaching sessions, feedback discussions, and performance evaluations.

• Identify training needs and support the development of agents.

• Perform QA reviews and audit chat transcripts along with live interactions.

• Create and maintain chat scripts, macros, and standard operating procedures (SOPs).

• Ensure accurate ticket logging, secure management of customer information, and compliance with policies.

• Track and analyze metrics such as AHT, First Response Time, CSAT, FCR, chat volume, agent utilization, attendance, and QA scores.

• Prepare weekly, monthly, and ad hoc performance reports.

• Provide actionable insights and recommendations to enhance team and program performance.

• Collaborate with IT, Operations, Account Managers, and Brand Managers on system, product, and process issues.

• Identify and implement improvements in workflow, response time, customer experience, and team efficiency.

• Assist customers via live chat with inquiries regarding questions, concerns, orders, payments, returns, products, and technical issues.

• Suggest suitable beauty products and guide customers through their online purchases.

• Address complaints professionally and escalate complex or unresolved cases as necessary.

• Document complaints, resolutions, and customer interactions in the CRM or customer service software.

⛳️ Requirements

• 2–4 years of experience in customer service, contact center operations, chat support, team supervision, or a related field.

• Prior experience supervising or leading a team of 10 or more employees.

• Strong grasp of workforce scheduling and real-time queue management.

• Familiarity with Quality Assurance programs and performance coaching.

• Excellent analytical, organizational, time management, communication, problem-solving, and decision-making skills.

• Capability to manage multiple priorities in a fast-paced, high-volume setting.

• Customer-centric mindset with the ability to motivate, coach, and develop team members.

• Proficient in Microsoft Office, especially Excel, Word, and PowerPoint.

• Experience with live chat, CRM, ticketing, workforce management, or customer service platforms.

• Comfortable using performance dashboards and operational reporting tools.

• Flexibility to work hours based on business needs and peak operational demands.

• Strong attention to detail and a commitment to data accuracy.

• Comfortable collaborating with cross-functional teams and supporting client-facing initiatives.

• Language requirements: Bilingual – English and French.

• Experience in Live Chat and/or Salesforce is mandatory.

• Background in customer service or call centers.

• Experience in the cosmetics/beauty industry.

• Access to a phone, computer, and the Internet.

• Ability to work independently.

• Excellent communication skills.

🏝️ Benefits

• Competitive salary and online training.

• Ongoing mentorship and support.

• Flexible schedule.

• Accommodations for individuals with disabilities available upon request.