Supervisor, Digital Service

Saint Louis, MI - USA

Monthly Salary: Not Disclosed

Posted on: 16 hours ago

Vacancies: 1 Vacancy

Job Summary

What will your job look like

The Supervisor Digital Service plays a key role in MTMs evolving contact center by overseeing the performance accuracy and continuous improvement of our newly deployed digital virtual agents. These automated chat agents handle routine inquiries to allow human agents to focus on more complex highvalue customer needs.

In this role you will monitor the digital agents interactions identify incorrect or incomplete responses and partner with internal teams to teach and improve the virtual agents over time.

The Supervisor Digital Service will also ensure seamless collaboration between digital agents and human agents ensuring customers receive accurate timely missionaligned support.

What youll do:

Digital Agent Oversight & Quality

Monitor conversations handled by digital agents to ensure accuracy completeness and alignment with MTM policies and service standards
Observe the call process to identify where the agentic agent encounters difficulties pinpointing breakdowns in the flow and seeking ways to make ongoing improvements
Identify incorrect responses or failure patterns and work with internal partners to refine content workflows or logic
Document recurring issues and escalate concerns or improvement requests to the appropriate teams
Ensure digital agents maintain a high level of customer service clarity and empathy in their responses

Continuous Improvement

Provide feedback that helps improve digital agent learning and future automation performance
Participate in testing and validation of updates before they are released into production
Track trends in customer inquiries and recommend new digital agent capabilities or scripts

Contact Center Collaboration

Support human agents by ensuring the digital agents properly escalate complex issues
Communicate changes updates or limitations of digital agents to frontline staff
Assist with training or coaching human agents on how to work effectively in a blended human/digital environment

Performance Monitoring & Reporting

Review and analyze daily/weekly reports related to digital agent accuracy containment rates escalations and customer experience outcomes
Provide insights to leadership on opportunities to enhance both digital and human workflows
Contribute to maintaining compliance and quality standards across all interaction channels

Customer Experience Leadership

Ensure both digital and human interactions reflect MTMs mission-driven people-first values
Identify opportunities to streamline processes that improve speed accuracy and overall customer satisfaction
Other duties as assigned

What youll need:

Experience Education & Certifications:

High School Diploma or GED
Bachelors Degree in Statistics Mathematics Data Science Computer Science or related field or equivalent relevant work experience
2 years of experience in a contact center or customer service environment
A minimum of one year of experience in a position focused on identifying trends patterns and anomalies within data
Experience with quality monitoring and/or auditing chats or calls
Experience in process or workflow improvement specifically identifying inefficiencies suggesting improvements and documentation
Hands-on relevant experience in generative AI large language models and/or agentic systems

Skills:

Demonstrates the ability to clearly accurately and effectively communicate complex or technical information to individuals or groups with varying levels of subjectmatter understanding
Analytical mindset with a focus on measurable outcomes and continuous improvement
Excellent communication interpersonal and collaboration skills
Ability to prioritize manage multiple tasks and projects and meet deadlines in a fast-paced environment
Familiarity with data analytics and AI-driven automation is a strong plus
Familiarity in handling sensitive/confidential information
Strong attention to detail with the ability to spot errors inconsistencies or customer-impacting issues
Excellent communication skills and ability to translate issues in simple clear language
Comfort working with digital tools dashboards or scripted workflows
Ability to collaborate cross-functionally with training operations quality and technology teams
Prior exposure to process improvement knowledge management or content development
Strong analytical thinking and curiosity about how systems and processes work
Ability to clean analyze and present data
Customer-first mindset and alignment with MTMs mission and values
Calm organized approach during fast-paced or ambiguous situations
Ownership mentality proactive solutions-oriented and eager to improve
Strong judgment and decision-making skills

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: $55920

Salary Max: $70000

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.

Required Experience:

Manager

What will your job look likeThe Supervisor Digital Service plays a key role in MTMs evolving contact center by overseeing the performance accuracy and continuous improvement of our newly deployed digital virtual agents. These automated chat agents handle routine inquiries to allow human agents to fo...