Digital Agent Analyst

At MTM we are not just colleagues; we are collaborators on a shared mission;communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation collaboration and growth. If you are passionate driven and ready to join a team where your work will directly transform and shape our industry then we want to talk to you!

What will your job look like

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.

The Digital Agent Analyst uses a collaborative approach with peers and internal business partners to support and address key business needs. This role applies a strong understanding of data analytics and the business landscape to derive data-driven recommendations and enhance current or develop new processes that optimally benefit the business cost structure call containment expectations and member experiences.

What youll do

• 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

• Provides data-driven answers or solutions to business questions through assigned projects of moderate to high complexity

• Utilizes strong consultative and collaborative approach in working with internal business partners to anticipate and address needs; effectively translates business questions or needs into solution and associated requirements

• Identifies opportunities for improvement of processes and leads process improvement efforts

• Analyze and derive findings identify impacts and formulate ideas options and recommended actions

• Other duties as assigned

What youll need:

Experience Education & Certifications:

• High School Diploma or GED

• Bachelors degree in Business Finance Economics Data Analytics (or related field) or equivalent experience

• 3 years of experience in business analysis performance management or strategic planning

• Experience in managing cross-functional projects and initiatives

Skills:

• Proficiency in data visualization tools (e.g. Power BI Call Center Platforms AI Platforms) and advanced Excel skills

• Understanding of Lean Six Sigma or other process improvement methodologies

• Strong operational knowledge with data modeling and statistical analysis

• Ability to build partnerships and work collaboratively

• High level of confidentiality

• 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

• 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

• Detail-oriented with strong problem-solving and critical thinking abilities

Whats in it for you:

• 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

Salary Min: $65440

Salary Max: $81800

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs location. We offer competitive pay that varies based on individual skills experience and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local State and Federal law. If you are in need of accommodations please contact MTMs People & Culture.

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