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Supervisor, Digital Service
Job in
Somerset, Bristol County, Massachusetts, 02725, USA
Listed on 2026-03-02
Listing for:
MTM
Full Time
position Listed on 2026-03-02
Job specializations:
-
Business
Data Analyst
Job Description & How to Apply Below
Employer Industry: Contact Center Services
Why consider this job opportunity- Salary up to $70,000
- Comprehensive health and life insurance plans, including dental and vision coverage
- 401(k) plan with company match and tuition reimbursement options
- Paid time off, holiday pay, and maternity/paternity leave
- Casual dress environment and leadership mentoring opportunities
- Opportunity to work with innovative digital technology and contribute to continuous improvement
- Oversee the performance and accuracy of digital agents to ensure alignment with service standards
- Monitor interactions to identify issues and recommend improvements to workflows and responses
- Provide feedback and participate in testing to enhance digital agent capabilities
- Support human agents by ensuring proper escalation of complex issues
- Analyze performance reports to provide insights for enhancing customer experience and workflow efficiency
- High School Diploma or GED
- Bachelor’s Degree in Statistics, Mathematics, Data Science, Computer Science, or a related field, or equivalent relevant work experience
- Minimum of 2 years of experience in a contact center or customer service environment
- At least 1 year of experience focused on identifying trends and anomalies within data
- Hands‑on experience with generative AI, large language models, and/or agentic systems
- Experience with quality monitoring and/or auditing chats or calls
- Familiarity with data analytics and AI‑driven automation
- Prior exposure to process improvement, knowledge management, or content development
- Strong analytical thinking skills and curiosity about system processes
- Ability to communicate complex information clearly to varied audiences
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