Job Description & How to Apply Below
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.
This is a temporary 1-year 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 provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to for review and validation.
Benefits of Working as a Subject Matter Expert … Industry-leading medical, vision, and dental benefit plans + paid time off benefits
Amazing career growth opportunities
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