Subject Matter Expert
- IntouchCX
- 2 - 7 years
- Hyderabad
- 7 months ago
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Job Description
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
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Corporate TrainingRole: Process TrainerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: IVR Time management Analytical Service industry Manager Technology Customer service Subject Matter Expert MS Office Service quality Customer interaction
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