Subject Matter Expert (CSR2)

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…

• 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