Shape the experience of affordable healthcare as a QA Manager at Headway. Develop a best-in-class quality program, assess agent interactions, and drive continuous improvement. Collaborate with leadership to enhance patient and provider experience, ensuring best-in-class customer care.

Enhance the customer experience delivered by our partners today including supporting our operational COps by improving the processes & tools they work with on a daily basis. Use all data available to be close to the customer experience by completing regular reviews of journeys and customer feedback to create a clear and prioritised improvement list. You will also have a small team where you will be expected to help support, coach and develop them.

The Senior CX Workforce Management Manager will architect and transform Alma's Customer Experience workforce planning capabilities by designing and implementing a comprehensive WFM program that meets current operational needs and positions their CX organization for long-term scalability and excellence.

Manage and inspire a team of frontline support representatives, fostering a positive and collaborative environment. Provide regular coaching and performance reviews to ensure continuous improvement using the GROW coaching framework. Track key performance indicators (KPIs) for individual and team performance and develop action plans to achieve and exceed KPI targets. Identify opportunities to streamline support processes and improve efficiency.