Animation Supervisor leading teams and hands - on production for Kickstart Entertainment’s animated series. Ensuring creative quality, pipeline continuity, and on - time delivery across partner studios.
About the role
- Chat supervisor leading 10+ agents and supporting beauty customers online. Managing schedules, QA, performance reporting, escalations, and service improvements for Brand Momentum.
Responsibilities
- Oversee day-to-day operations of the live chat support team
- Lead a team of 10+ chat agents
- Develop, maintain, and publish team schedules and manage workforce coverage
- Manage time-off requests, shift swaps, attendance, punctuality, and schedule adherence
- Monitor live chat queues, agent availability, workload distribution, bottlenecks, and service-level issues
- Adjust queue routing and break rotations in real time
- Serve as the primary escalation point for complex, technical, or sensitive customer inquiries
- Conduct 1-on-1 coaching sessions, feedback discussions, and performance reviews
- Identify training gaps and support agent development
- Conduct QA reviews and audit chat transcripts and live interactions
- Develop and maintain chat scripts, macros, and SOPs
- Ensure accurate ticket logging, secure handling of customer information, and policy compliance
- Track and analyze 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 improve team and program performance
- Collaborate with IT, Operations, Account Managers, and Brand Managers on system, product, and process issues
- Identify and implement workflow, response-time, customer-experience, and team-efficiency improvements
- Assist customers via live chat with questions, concerns, orders, payments, returns, products, and technical issues
- Recommend appropriate beauty products and guide customers through online purchases
- Handle complaints professionally and escalate complex or unresolved cases
- Record complaints, resolutions, and customer interactions in the CRM or customer-service software
Requirements
- 2–4 years of experience in customer service, contact centre operations, chat support, team supervision, or a similar role
- Previous experience supervising or leading a team of 10+ employees
- Strong understanding of workforce scheduling and real-time queue management
- Experience with Quality Assurance programs and performance coaching
- Strong analytical, organizational, time management, communication, problem-solving, and decision-making skills
- Ability to manage multiple priorities in a fast-paced, high-volume environment
- Customer-focused mindset and ability to motivate, coach, and develop team members
- Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint
- Experience with live chat, CRM, ticketing, workforce management, or customer service platforms
- Comfortable working with performance dashboards and operational reporting tools
- Ability to work flexible hours based on business and peak operational requirements
- Strong attention to detail and commitment to data accuracy
- Comfortable collaborating with cross-functional teams and supporting client-facing initiatives
- Exigences linguistiques : Bilingue – anglais et français
- Expérience en Live Chat et/ou Salesforce obligatoire
- Expérience en service à la clientèle ou centre d’appels
- Expérience dans le domaine des cosmétiques/beauty
- Accès à un téléphone, un ordinateur et Internet
- Capacité à travailler de façon autonome
- Excellentes compétences en communication
Benefits
- Salaire compétitif et formation en ligne
- Encadrement et accompagnement continu
- Horaire flexible
- Mesures d’adaptation pour les personnes vivant avec un handicap sur demande
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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