About the role
About IntouchCX
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.
About the Job
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.
As Subject Matter Expert (CSR2), You Will…
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Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes
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Be advocates and role models for our CSRs
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Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs
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Perform other duties as assigned
As Subject Matter Expert (CSR2), You Have…
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High school diploma or equivalent (required)
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2+ years experience in the call center and/or customer service industry
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Experience in coaching and mentoring
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Knowledge of call center systems, ACD/IVR and performance statistics
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Ability to work a variety of shifts, including days, evenings, and holidays
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Superior communication skills: Listening, verbal and written
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Skills in MS Office programs (Word, Excel and PowerPoint)
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Ability to type 30 WPM with accuracy
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Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
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Ability to build rapport with clients and interact with team members at various position levels
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Engaging and successful communicator, speaker, and facilitator
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Ability to develop employees through positive motivation
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Strong analytical, problem solving and decision-making skills
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Comfort with technology and frequent technological change
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Adaptable to change and innovation
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Act as a role model and exemplify behaviors in line with our cultural values
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Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner