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 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 skilled 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

📌 Subject Matter Expert (Hyderabad)
🏢 IntouchCX
📍 Hyderabad