Subject Matter Expert
- IntouchCX
- 2 - 7 years
- Hyderabad
- 5 months ago
- Email to a friend
- Report this job
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
Keyskills: acd service industry customer service excel powerpoint coaching joining formalities hr generalist activities training needs mentoring hrsd human resource management performance appraisal induction employee engagement recruitment statistics
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in