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 you’ll 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 you’ll need:

Experience, Education & Certifications:


* High School Diploma or GED
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