About The Role
Headway is looking for a Senior Real-Time Analyst (Sr. RTA) to help scale our Workforce Management (WFM) operations and support the day-to-day execution of live support performance. This is a critical role as we expand customer support capabilities. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and this role ensures that service is delivered effectively and efficiently—every hour of every day.
In this role, you will monitor live support queues, identify risks to service levels, and take real-time action to maintain stability. You’ll coordinate closely with BPO vendor RTAs, our internal WFM Manager, and our broader CX Operations team to ensure we’re staffed appropriately and performing at our best. You’ll also help analyze real-time trends and contribute to improvements in scheduling and planning processes.
This is an exciting opportunity for someone who thrives in high-growth environments, enjoys live operations, and is passionate about using data and systems to deliver great customer experiences.
You will:
- 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
You’d be a great fit if…
- 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
Compensation and Benefits:
The expected base pay range for this position is $97,240 - $143,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level.
We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
- Benefits offered include:
- 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
