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About The Role:
- Architect the Capacity Engine: Build and maintain a comprehensive capacity model.
- Model Agent Productivity: Transform raw agent-level workforce data into actionable intelligence.
- Own the Financial Translation: Bridge the gap between Operations and Finance.
Responsibilities:
- Drive BPO Capacity Locks: Generate and enforce the 30-60-90 day headcount lock plans for our offshore vendor partners.
- Own the Staffing Plan: Compute, align, and project operational rates down to the customer’s issue-type level and market segment.
- Translate Messy Reality into Clean Data: Map raw ticket data through complex carrier → payer → agent specializations.
Skills:
- WFM & Queue Physics: You possess a deep understanding of capacity planning fundamentals.
- Cross-Functional Influence: You don’t just forecast the weather; you help build the roof.
- Advanced SQL Fluency: You are highly comfortable in Snowflake (or similar SQL dialects).
Headway
Headway's mission is to build a new mental healthcare system everyone can access with technology that helps people find therapists. Since 2019, they've grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states and have served over 1 million patients.