Headway is seeking a Senior Real-Time Analyst to support Workforce Management operations and day-to-day execution of live support performance, ensuring effective and efficient service delivery.
Responsibilities
Monitor real-time performance across channels and queues
Track agent adherence, shrinkage, and occupancy
Communicate with BPO vendor RTAs to adjust staffing
Generate daily and weekly reports
Support schedule optimization efforts
Partner with WFM Manager and Capacity Planning team
Propose improvements to dashboards, alerts, or workflows
Requirements
2–4+ years of experience in workforce management or real-time support operations
Confident using WFM tools and live performance dashboards