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 advantages

Amazing career growth opportunities

📌 Subject Matter Expert (Temporary Contract) (Winnipeg)
🏢 Intouchcx
📍 Winnipeg