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 chance 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

📌 Subject Matter Expert (Hyderabad)
🏢 In Touch
📍 Hyderabad