Digital Agent Analyst

MTM Transit•Indianapolis, IN

5d•$65,440 - $81,800

About The Position

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.

Requirements

High School Diploma or GED
Bachelor’s 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
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

Responsibilities

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