Senior Real-Time Analyst

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Mental Health, BiotechnologyIndustries

Requirements

Candidates should have 2–4 years of experience in workforce management or real-time support operations, confidence using WFM tools (e.g., Playvox, Assembled) and live performance dashboards, and be data-driven with comfort analyzing SLA, adherence, and shrinkage metrics. Strong communication skills and experience working with BPO teams across time zones are also required.

Responsibilities

The Senior Real-Time Analyst 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. They will 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, and partner with the WFM Manager and Capacity Planning team to refine forecasts and staffing strategies. Additionally, they will propose improvements to dashboards, alerts, or workflows that support real-time execution.

Skills

Real-Time Monitoring

Workforce Management

Live Support Operations

Performance Analysis

Stakeholder Coordination

Headway

Connects patients with affordable mental health services

About Headway

Headway simplifies the process of finding and paying for mental health therapy. It operates in the mental health market, addressing the challenge that many Americans face in accessing care due to high costs and complicated insurance processes. For individuals, Headway provides a platform where they can easily search for therapists and psychiatrists who accept their insurance, allowing them to find the right mental health care without incurring out-of-pocket expenses. For mental health care providers, Headway reduces the administrative workload associated with accepting insurance, enabling them to focus more on patient care. The company connects patients with providers while ensuring effective use of insurance, and it generates revenue by partnering with health plans and providers. Headway's goal is to create a more accessible and affordable mental healthcare system.

New York City, New YorkHeadquarters

2019Year Founded

$318.1MTotal Funding

LATE_VCCompany Stage

HealthcareIndustries

1,001-5,000Employees

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 Paid Time Off

Employee Assistance Program (EAP)

Training and professional development

Risks

Increased competition from platforms like BetterHelp and Talkspace.

Potential backlash from professionals feeling undervalued by Headway's platform.

Regulatory scrutiny as Headway expands into Medicare Advantage and Medicaid.

Differentiation

Headway simplifies finding and paying for therapy with an insurance-accepting provider network.

It reduces administrative burdens for mental health professionals, enhancing focus on patient care.

Headway's platform offers both virtual and in-person therapy sessions, increasing accessibility.

Upsides

Raised $100M in Series D to expand into Medicare Advantage and Medicaid.

Partnerships with Cigna and Blues plan to expand services to all 50 states.

Growing demand for telehealth services boosts Headway's market potential.

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