Senior Workforce Analyst

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Draper, Utah or Houston, Texas. We support a hybrid work environment with on-site and remote work days.

Make your impact within a rapidly growing Fintech Company

Our Workforce Management team provides forecasting, staffing models, scheduling and real-time traffic management for the Customer Experience Operations organization. As a Senior Workforce Analyst, you play a critical role in planning and optimizing our workforce across five major customer segments supported by 600+ front-line agents.  You will act as a thought partner to plan and execute solutions to support a dynamic operating model while methodically balancing SLAs, Quality, and Cost. This role reports to the Senior Manager, CXO Workforce Management.

• Staffing Models  - Responsible for developing staffing models to accurately forecast the headcount needs to support short and long term business needs. the overall workforce management strategy for the Customer Experience Operations (CXO) organization. This includes setting goals and objectives, identifying areas for improvement, and establishing policies and procedures to optimize workforce utilization and performance.
• Workforce Optimization - Analyzes input variables and assumptions to ensure accuracy of staffing models and identify opportunities to optimize schedules, efficiency and productivity. 
• Strategic Planning - Participates in strategic planning to understand priorities across the business, implications to staffing forecasts and workforce readiness. 
• Collaboration & Communication - Partner with Senior Leadership within Service Delivery and other cross functional leaders to achieve shared efficiency and productivity goals including shrinkage and utilization. 
• Supports additional workforce management team responsibilities including forecasting, scheduling and real-time traffic management, as needed. Mentor and coach junior analysts, fostering a culture of continuous learning and development within the team.
• Data driven - Define, collect, and track operational metrics to manage and improve planning performance. Distill, synthesize, and drive conclusions based on data in partnership with Customer Experience Operations (CXO) Reporting & Analytics team.

We’d love to chat if you have:

• Bachelor's degree in business administration, operations management, or a related field.
• 5+ years of experience in workforce management, including statistical analysis and forecasting methodologies.
• Experience supporting a blend of badged and outsourced teams. 
• Experience in financial technology solutions is a plus.
• Robust knowledge of MS Excel or Google Sheets required.
• Proficient in WFM applications (Calabrio).
• Ability to think strategically within a dynamic, fast-paced organization.
• An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
• Highly analytical, creative, and innovative approach to solving problems.
• Extremely organized, detailed and results oriented.
• Excellent written composition and verbal communication skills, with the ability to work in a highly cross-functional environment.
• Ability to lead discussions, presentations and influence effectively.
• Positive, people-oriented and enthusiastic attitude.

The estimated base salary range for this role is noted below for our office location in Houston, TX.  Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible