Supervise a team of 10+ live chat agents while managing schedules, real-time queues, quality assurance, coaching, escalations, reporting, and process improvement. Monitor service metrics including AHT, CSAT, FCR, SLA adherence, utilization, attendance, and QA scores. Prepare performance reports, maintain chat scripts and SOPs, address operational issues, and collaborate with cross-functional teams. The role requires bilingual English-French communication and experience with live chat or Salesforce, customer service, and beauty products.