Headway is hiring a
Senior Manager, CX Workforce Management in Worldwide

Summary

Headway is seeking an experienced Workforce Manager to oversee forecasting, planning, staffing optimization, and reporting for the Customer Experience team. The role involves creating accurate forecasts, optimizing staffing, overseeing workforce data and reporting, and providing insights to improve operations. The ideal candidate should have at least 6-8 years of experience in Workforce Management, be passionate about customer experience, thrive in ambiguity, and have a strong understanding of CX metrics, processes, and tools.

Requirements

At least 6-8 years of experience in Workforce Management in a Customer Support organization, with 3 years of leadership experience

Responsibilities

• Own all forecasting and planning
• Build short- and long-term forecasts that accurately predict contact arrival patterns (email/chat/phone), headcount needs, and operational costs
• Update forecast with actual results, adjusting based on current trends, goals, staffing levels and market conditions
• Monitor, track, analyze results and provide insights versus budget and forecasts to understand trends and identify process improvement opportunities
• Work with cross-functional partners to coordinate new provider- and patient-facing initiative forecasts and staffing ramp ups
• Optimize CX staffing
• Oversee real time adherence (RTA) to schedule and make changes as needed, including Playlist management
• Oversee CXA scheduling, accounting for trainings, meetings, coaching sessions, events and activities
• Recommend new training classes, both internally and externally
• Advise BPO management regarding staffing and scheduling
• Collaborate with CX leadership team to deliver productivity improvements
• Manage WFM reporting strategies and processes for internal and external teams
• Produce executive level reporting and analysis for service level and productivity metrics
• Provide daily, biweekly, and monthly intraday performance and historical trends reporting to leadership
• Develop and provide agent, supervisor, and manager reporting/dashboards designed to support performance management

Preferred Qualifications

You have a deep passion for the customer experience with a proven track record of driving innovation and optimization in a fast-paced tech environment

Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development