Subject Matter Expert (Temporary Contract)

Subject Matter Expert (CSR2)

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.

This is a temporary 90-day contract position.

As Subject Matter Expert (CSR2), You Will

• Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes
• Be advocates and role models for our CSRs
• Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs
• Perform other duties as assigned

As Subject Matter Expert (CSR2), You Have

• High school diploma or equivalent (required)
• 2+ years experience in the call center and/or customer service industry
• Experience in coaching and mentoring
• Knowledge of call center systems, ACD/IVR and performance statistics
• Ability to work a variety of shifts, including days, evenings, and holidays
• Superior communication skills: Listening, verbal and written
• Skills in MS Office programs (Word, Excel and PowerPoint)
• Ability to type 30 WPM with accuracy
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
• Ability to build rapport with clients and interact with team members at various position levels
• Engaging and successful communicator, speaker, and facilitator
• Ability to develop employees through positive motivation
• Strong analytical, problem solving and decision-making skills
• Comfort with technology and frequent technological change
• Adaptable to change and innovation
• Act as a role model and exemplify behaviors in line with our cultural values
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

U.S Department of Labor Posters Benefits of Working as a Subject Matter Expert

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities