[Hiring] Digital Agent Analyst @MTM Transit

Role Description

The Digital Agent Analyst plays a pivotal role in defining, optimizing, and governing enterprise-wide IVA processes to improve operational effectiveness, data governance, and member experience. This role partners with Product, Engineering, Operations, and Data teams to translate strategic goals into scalable end-to-end processes, enabling digital transformation, self-service capabilities, and AI-driven workflows.

• Oversee overarching trends within the IVA and all AI functionality, utilizing data to improve overall performance for call containment
• Define, optimize, and govern enterprise-wide IVA processes
• Analyze key performance indicators (KPIs) across all plans for self-service to assess operational efficiency of the IVA and financial health of the overall business
• Develop and maintain dashboards, reports, and models to track performance trends and forecast outcomes
• Collaborate with cross-functional teams to identify performance gaps and recommend actionable solutions
• Support strategic planning and budgeting processes with data-driven insights
• Conduct root cause analysis on performance issues
• Monitor call trends and member/client satisfaction to inform benchmarking and strategic initiatives
• Assist in the design and implementation of performance management frameworks within the IVA and AI functions
• Provide data-driven answers or solutions to business questions through assigned projects of moderate to high complexity
• Utilize strong consultative and collaborative approach in working with internal business partners to anticipate and address needs; effectively translate business questions or needs into solution and associated requirements
• Identify opportunities for improvement of processes and lead process improvement efforts
• Analyze and derive findings, identify impacts, and formulate ideas, options, and recommended actions
• Other duties as assigned

Qualifications

• Analytical mindset with a focus on measurable outcomes and continuous improvement
• Ability to present and manage up to executive level audiences
• Ability to prioritize, manage multiple tasks and projects, and meet deadlines in a fast-paced environment
• Proficiency in data visualization tools (e.g., Power BI, Call Center Platforms, AI Platforms) and advanced Excel skills
• Strong operational knowledge with data modeling and statistical analysis
• Excellent communication and presentation skills with the ability to translate complex data into actionable insights
• Strong attention to detail
• Demonstrate the ability to act upon deadlines that may change often
• Detail-oriented with strong problem-solving and critical thinking abilities
• Understanding of Lean Six Sigma or other process improvement methodologies
• Ability to build partnerships and work collaboratively
• High level of confidentiality
• 3+ years of experience in business analysis, performance management, or strategic planning
• Experience in managing cross-functional projects and initiatives

Requirements

• High School Diploma or GED required
• Bachelor’s degree in Business, Finance, Economics, Data Analytics (or related field), or equivalent experience

Benefits

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities