Supervisor, Digital Service

MTM Transit•St. Louis, MD

About The Position

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.

Requirements

High School Diploma or GED
Bachelor’s 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
Demonstrates the ability to clearly, accurately, and effectively communicate complex or technical information to individuals or groups with varying levels of subject‑matter 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 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 MTM’s 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

Nice To Haves

Familiarity with data analytics and AI-driven automation is a strong plus

Responsibilities

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