Senior Real-Time Analyst

Summary

Join Headway as a Senior Real-Time Analyst (Sr. RTA) to scale Workforce Management (WFM) operations and support live support performance. This critical role ensures effective and efficient service delivery as Headway expands customer support. Monitor live support queues, identify service level risks, and take real-time action to maintain stability. Coordinate with BPO vendor RTAs, the internal WFM Manager, and the CX Operations team for appropriate staffing and optimal performance. Analyze real-time trends and contribute to scheduling and planning process improvements. This role is ideal for someone thriving in high-growth environments, enjoying live operations, and passionate about using data and systems to deliver excellent customer experiences.

Requirements

• You have 2–4+ years of experience in workforce management or real-time support operations
• You’re confident using WFM tools (e.g., Playvox, Assembled) and live performance dashboards
• You are data-driven and comfortable analyzing SLA, adherence, and shrinkage metrics
• You have strong communication skills and are comfortable working with BPO teams across time zones
• You enjoy solving problems under pressure and bring structure to high-speed environments
• You thrive in fast-moving, ambiguous situations and are proactive about continuous improvement
• You’re excited to contribute to a mission-driven team working to expand access to mental healthcare

Responsibilities

• Monitor real-time performance across channels and queues to ensure service levels are met
• Track agent adherence, shrinkage, and occupancy, and take action on intraday risks
• Communicate with BPO vendor RTAs to adjust skilling, breaks, and other staffing levers
• Generate daily and weekly reports to share trends with CX leadership
• Support schedule optimization efforts by identifying patterns and inefficiencies
• Partner with the WFM Manager and Capacity Planning team to refine forecasts and staffing strategies
• Propose improvements to dashboards, alerts, or workflows that support real-time execution

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