Senior Real-Time Analyst

Position Overview

• Location Type: Not Specified
• Job Type: Not Specified
• Salary: $97,240 - $143,000 (Base Pay Range)

Headway's mission is to build a new mental health care system everyone can access. We have developed technology that assists individuals in finding excellent therapists through the first software-enabled national network of providers who accept insurance. Currently, 1 in 4 people in the US experience a treatable mental health condition, but the majority of providers do not accept insurance, making therapy prohibitively expensive for most. Headway is creating a new mental healthcare system that is accessible to everyone by simplifying the process for therapists to accept insurance and grow their practices.

Founded in 2019, Headway has grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states. These providers utilize our software to manage their practices and have served over 1 million patients. We are a Series D company with over $325 million in funding from prominent investors including a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures, and Health Care Service Corporation.

We are committed to making your time here the most meaningful experience of your career. Join us and help improve mental healthcare.

About The Role

Headway is seeking a Senior Real-Time Analyst (Sr. RTA) to support the scaling of our Workforce Management (WFM) operations and the day-to-day execution of live support performance. This role is crucial as we expand our customer support capabilities. Our CX team is at the forefront of making affordable healthcare a reality for millions, and this role ensures that service is delivered effectively and efficiently, around the clock.

In this position, you will monitor live support queues, identify risks to service levels, and implement real-time actions to maintain stability. You will collaborate closely with BPO vendor RTAs, our internal WFM Manager, and the broader CX Operations team to ensure optimal staffing and performance. Additionally, you will analyze real-time trends and contribute to the enhancement of scheduling and planning processes.

This is an excellent opportunity for individuals who thrive in high-growth environments, enjoy live operations, and are passionate about leveraging data and systems to deliver exceptional customer experiences.

Responsibilities

• Monitor real-time performance across various channels and queues to ensure service levels are met.
• Track agent adherence, shrinkage, and occupancy, and take immediate action on intraday risks.
• Communicate with BPO vendor RTAs to adjust skilling, breaks, and other staffing parameters.
• Generate daily and weekly reports to share performance 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 enhance real-time execution.

Requirements

• 2–4+ years of experience in workforce management or real-time support operations.
• Proficiency in using WFM tools (e.g., Playvox, Assembled) and live performance dashboards.
• Strong data analysis skills, with comfort in analyzing SLA, adherence, and shrinkage metrics.
• Excellent communication skills and experience working with BPO teams across different time zones.
• Ability to solve problems effectively under pressure and bring structure to fast-paced environments.
• Aptitude for thriving in dynamic, ambiguous situations and a commitment to continuous improvement.
• Enthusiasm for contributing to a mission-driven team focused on expanding access to mental healthcare.

Compensation and Benefits

• Expected Base Pay: $97,240 - $143,000, dependent on qualifications, experience, and geographic location.
• Potential Eligibility: This role may also be eligible for performance-based variable compensation and an equity grant, depending on the position and level.
• Headway is committed to offering a comprehensive and competitive benefits package.