Senior Real-Time Analyst

Headway is seeking a Senior Real-Time Analyst to scale Workforce Management (WFM) operations and support the execution of live support performance. This role monitors live support queues, identifies risks to service levels, and takes real-time action to maintain stability. The candidate will coordinate with BPO vendor RTAs, the internal WFM Manager, and the CX Operations team to ensure proper staffing and high performance. Responsibilities include monitoring performance across channels, tracking agent adherence and shrinkage, communicating with BPO vendors, generating reports, supporting schedule optimization, refining forecasts, and proposing improvements to dashboards and workflows. The ideal candidate will have 2–4+ years of experience in workforce management or real-time support operations, confidence in using WFM tools and live performance dashboards, strong data analysis and communication skills, and the ability to thrive in a fast-paced environment, contributing to a mission-driven team expanding access to mental healthcare.