This position is dedicated to assist IHG CT Team Managers and agents of the contact center with essential job
functions which support individual and department goals within the realm of our standard operating procedures
and guidelines. This individual will assist the call center leaders to on-board new hire agents. This individual will
also take over Inbound and Survey calls as required, to ensure package sale goals are achieved.
The MIT will serve as the team coach, motivator, counselor, trainer and ultimate problem solver. The MIT will also
shadow the existing Team Managers to gain business knowledge and perform leadership daily tasks.

ESSENTIAL DUTIES AND TASKS :
Service Customer Sales Calls
Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent
mentors to their team members
Leverage technology expertise to improve department services for customers and employees
Support management in employee training and development programs.
Help facilitate team SOP that improves team performance

JOB REQUIREMENT: SUPERVISORY RESPONSIBILITIES
Assist agents by taking over the call in effort to secure a package sale
Assist all agents achieve their daily package sales goals
Apply and understand all of the organizations products, services, procedures and guidelines
Monitor calls to ensure quality assurance
Work with training managers to assist with fast track training sessions for all agents based on
performance guidelines
Ensure agents have the hardware and software available to perform their job function
Participate in strategy meetings with leadership team to gain knowledge
Ensure agents are meeting department adherence standards
Ensure the highest level and quality of customer service is maintained with IHG guests

EDUCATION and/or EXPERIENCE
High School or equivalent/ Associate’s or Bachelor’s Degree preferred.

QUALIFICATIONS
At least 1 year of call center experience preferred.
Excellent communication, organization and time management skills
Ability to handle stressful situations while remaining calm and courteous
Possess problem solving skills, as well as ability to deescalate difficult situations
Ability to write correspondence in a professional manner
Knowledge of Microsoft Excel, Word and Outlook
Ability to lead and mentor a team

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