Subject Matter Expert

IntouchCX; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

IntouchCX in Hyderabad, India seeks a Subject Matter Expert (CSR2) to guide and mentor our Customer Service Representatives. You will learn client brand philosophies, promote best practices, and ensure consistent service quality across customer interactions.

As a SME, you will coach, evaluate, and train CSRs, support career development, and serve as a role model to sustain high service standards in a dynamic call center environment.

Qualifications

• Strong leadership and mentorship abilities with experience guiding CSRs
• Excellent verbal and written communication skills
• Proven coaching and performance feedback experience
• Ability to manage multiple tasks with good time management
• Comfort with technology and process changes
• Ability to build rapport with clients and teams at different levels
• Critical thinking and problem solving to handle challenging situations

Responsibilities

• Provide front-line direction to Customer Service Representatives
• Represent client partners and maintain knowledge of brand, promotions, and processes
• Advocate and role-model for CSRs to promote professional development
• Administer call evaluation feedback and training needs
• Perform other duties as assigned

Skills

Leadership

Communication

Coaching

Time Management

Problem Solving

Adaptability

Rapport Building

Education

High School Diploma or Equivalent

Tools

MS Office (Word, Excel, PowerPoint)

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