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Headway is looking for an experienced Workforce Manager to oversee forecasting, planning, staffing optimization and reporting for our CX team. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.
In this position, you will play a critical role in building the CX organization’s workforce management function to support our internal and external (BPO) teams. You’ll create the infrastructure for our capacity planning, forecasting and scheduling to ensure we have the right agents, in the right place, at the right time. You’ll also lead real-time adherence (RTA) efforts to optimize staffing, create pivotal dashboards and reports, and identify opportunities to improve agent productivity. As an analyst, you’ll evaluate “what if” scenarios and provide insights that empower and enable the CX team to run our operations more effectively and efficiently.
The person in this role is analytical, operationally excellent, and unflappable in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like response time, productivity, and forecast accuracy. As a workforce manager, you will build a long-term strategic vision for Headway’s workforce operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience.
You will:
Own all forecasting and planning
Optimize CX staffing
Oversee workforce data and reporting
You’d be a great fit if...
Compensation and Benefits:
Full Time
Business Services
$122k-164k (estimate)
12/15/2023
05/01/2024
headway.io
AUSTIN, TX
25 - 50
2015
ANITA ASHTON
<$5M
Business Services
App design and development driven by research. We partner with startups to create successful software through business and product strategy, design, and development. We help you build the right product for the right customers We'll help you validate your ideas, define your business strategy, design and build your product, and help you grow your business with a plan that works. Don't just build an app, build a business.