Subject Matter Expert (Temporary Contract)

IntouchCX; Winnipeg; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Industry-leading benefits

Career growth opportunities

Job summary

IntouchCX in Winnipeg, Canada, seeks a temporary Subject Matter Expert (CSR2) to lead front-line Customer Service Representatives and ensure high-quality interactions with client brands. You will coach and mentor CSRs, administer call evaluation feedback, identify training needs, and support career development while representing client partners across shifts, including days, evenings, and holidays.

This one-year contract emphasizes leadership, performance analysis, and adaptability to changing

Qualifications

• High school diploma or equivalent is required.
• 2+ years experience in the call center or customer service industry.
• Experience coaching and mentoring.
• Knowledge of call center systems (ACD/IVR) and performance statistics.

Responsibilities

• Represent client partners and learn client brand and processes.
• Be advocates and role models for CSRs.
• Promote development of team members by administering call evaluation feedback and training needs.
• Perform other duties as assigned.

Skills

Excellent communication skills

Leadership and mentoring

Coaching and feedback

MS Office (Word, Excel, PowerPoint)

Time management & prioritization

Education

High school diploma or equivalent

Tools

ACD/IVR systems

Performance metrics

Job description

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.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.

Benefits of Working as a Subject Matter Expert …

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities