Senior Workforce Analyst

BILL•San Jose, CA

13h

About The Position

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. 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. Make your impact within a rapidly growing Fintech Company Join our CXO Shared Services team and play a pivotal role in shaping the operational excellence of our customer experience organization. As a Senior Workforce Analyst, you will leverage data-driven insights to optimize workforce planning, drive efficiency, and ensure we deliver exceptional service to our customers. This is an exciting opportunity to influence key business decisions and collaborate across teams in a dynamic, high-growth environment.

Requirements

5+ years of experience in workforce management, including workforce analytics and mid to long term capacity planning, or a related field within a fast-paced environment
Proficiency with WFM applications (Calabrio) and data analysis tools (e.g., Excel, Tableau) and the ability to interpret complex data sets
Strong problem-solving skills and the ability to anticipate challenges and develop contingency plans
Excellent communication skills, with the ability to present insights clearly and influence stakeholders at multiple levels
A collaborative mindset and a passion for driving operational excellence through data-driven decision-making

Responsibilities

Analyze workforce data to identify trends, forecast staffing needs, and recommend actionable solutions to optimize resource allocation
Develop and maintain workforce models, dashboards, and reports to support operational and strategic decision-making
Drive strong operational rigor across multiple outsourced (BPO) partners and sites
Partner with cross-functional teams to understand business drivers and translate them into effective workforce strategies
Monitor key performance indicators and service level metrics, proactively identifying risks and opportunities for improvement
Present findings and recommendations to stakeholders, tailoring communication to both technical and non-technical audiences
Support the implementation of new processes, tools, or technologies that enhance workforce management capabilities
Contribute to continuous improvement initiatives by identifying and driving process enhancements within the CXO organization