Sr. Forecasting Analyst - Workforce Management (WFM)

We are looking for an experienced and highly skilled Senior Forecasting Analyst - Workforce Management (WFM) to join our team at BILL. This key role requires a forward-thinking individual with expertise in demand forecasting, volume modeling, and headcount planning to ensure optimal resource allocation across our customer support, operations, and service teams. The ideal candidate will be capable of using data-driven insights to predict business needs, mitigate risks, and present actionable strategies to senior leadership.

As part of the Workforce Management team, you will be responsible for creating and maintaining accurate volume and headcount forecasts, providing strategic guidance to leadership, and driving continuous improvement in forecasting methodologies. You will work closely with cross-functional teams, including operations, finance, and customer service, to optimize workforce deployment, increase efficiency, and enhance overall business performance.

Key Responsibilities:

• Volume & Headcount Forecasting: Develop advanced, data-driven volume and headcount forecasts using historical data, seasonal trends, business cycles, and other relevant factors. Deliver accurate forecasts across all business units to support operations and service delivery.
• Forecasting Models: Design and implement sophisticated forecasting models that account for complex variables such as customer demand patterns, agent availability, shift patterns, and external factors (e.g., market trends, seasonal events).
• Executive Communication & Reporting: Prepare clear, concise, and actionable executive-level reports and presentations on forecast accuracy, trends, and resource requirements. Provide regular updates to senior leadership on forecast performance, insights, and any potential issues or risks.
• Data Analysis & Insights: Analyze large datasets, identify patterns and trends, and communicate key insights to stakeholders. Use business intelligence tools (e.g., Tableau, Power BI, Excel) to create visualizations and reports that inform decision-making.
• Collaboration & Cross-Functional Coordination: Work closely with operations, human resources, finance, and other departments to align forecasting models with company goals and initiatives. Provide recommendations to improve resource management and staffing levels based on forecast outcomes.
• Continuous Improvement: Regularly evaluate the accuracy of forecasts and implement adjustments or enhancements to improve the quality of future predictions. Stay up-to-date with industry best practices, tools, and technologies to improve forecasting processes.
• Capacity Planning: Assist with short-term and long-term capacity planning efforts by translating forecasted volumes into actionable staffing requirements, ensuring service levels are met while optimizing resource utilization.

We’d love to chat if you have:

• Bachelor’s degree in Business, Finance, Operations, or a related field preferred. 
• 5+ years of experience in workforce management, volume forecasting, and headcount planning, in a fast-paced, high-growth environment (e.g., technology, customer support, operations).
• Expertise in WFM software and tools such as Calabrio (preferred), NICE and/or Verint
• Proficiency in Excel (advanced formulas, pivot tables and data analysis).
• Proven track record of creating and managing sophisticated forecasting models that drive business outcomes.
• Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication.
• Excellent analytical skills with the ability to synthesize data, identify trends, and translate insights into actionable strategies.

Preferred Qualifications:

• Experience working in the SaaS or financial technology sector.
• Familiarity with business intelligence and data visualization tools (e.g., Tableau, Power BI).
• Knowledge of workforce optimization principles and methodologies.
• Experience with scenario planning, resource modeling, and strategic capacity planning.
• Advanced degree (e.g., MBA, MS) 
• Strong interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and senior executives.
• Ability to work independently, manage multiple priorities, and thrive in a dynamic, fast-paced environment.

This role is preferred to be based in San Jose, CA, but we are also open to candidates working from our Draper, UT office or remotely within the U.S. Candidates living within 50 miles of either office will be required to work in-office two days per week. Visa sponsorship and relocation assistance are not available.