Subject Matter Expert (Temporary Contract)

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. Benefits of Working as a Subject Matter Expert… Industry-leading medical, vision, and dental benefit plans + paid time off benefits Amazing career growth opportunities

The Subject Matter Expert provides front-line direction to Customer Service Representatives to ensure high-quality customer interactions. They act as role models and promote professional development through call evaluations and training feedback.

Candidates must have a high school diploma and at least 2 years of experience in a call center or customer service environment. Proficiency in MS Office and experience in coaching or mentoring are required.

• Medical Benefit Plans • Vision Benefit Plans • Dental Benefit Plans • Paid Time Off • Career Growth Opportunities

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Coaching
• Mentoring
• Call Center Systems
• ACD/IVR
• Performance Statistics
• Communication Skills
• MS Office
• Typing
• Critical Thinking
• Problem Solving
• Rapport Building
• Facilitation
• Positive Motivation
• Analytical Skills
• Time Management
• Prioritization

• Customer Service & Support
• Management & Leadership
• Consulting

Formation minimale

Études secondaires

Expérience minimale

2+ ans

Postuler avant le

29 août 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Entry level