Supervisor, Digital Service

What will your job look like?

The Supervisor, Digital Service plays a key role in MTM’s 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, high‑value 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, mission‑aligned support.

What you’ll 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 MTM’s mission-driven, people-first values


* Identify opportunities to streamline processes that improve speed, accuracy, and overall customer satisfaction


* Other duties as assigned

What you’ll need:

Experience, Education & Certifications:


* High School Diploma or GED


* Bachelor’s Degree in Statistics, Mathematics, Data Science, Computer Science, or related field, or equival...