Sr. Forecasting Analyst - Workforce Management (WFM)

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

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