ŌURA

Forecasting Analyst

ŌURA

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $108,000 - $157,000 per year

Job Level

SeniorLead

Tech Stack

SQLTableau

About the role

  • At Oura, our mission is to empower every person to own their inner potential. With our award-winning Oura Ring and app, we help over 2.5 million people turn insights about sleep, activity, and readiness into healthier, more balanced lives. We believe that starts from within — by creating a culture where our team feels supported, included, and inspired to do their best work.
  • The Member Experience (MX) Forecasting Analyst demonstrates expertise in demand forecasting, headcount planning, and resource allocation across a 24/7 support network.
  • This role is also a key contributor to the development and implementation of contact center analytics processes and reporting to transform raw data into actionable business insights for leadership and stakeholders.
  • The ideal candidate will be able to use data-driven insights to predict business needs, mitigate risks, and present actionable strategies to senior leadership.
  • What you will do:
  • Create forecasts for all support channels (phone, email, chat, messaging, social) across all lines of business and markets.
  • 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.
  • Conduct what-if analysis and provide insight to Senior Leadership on impacts to staffing and budget.
  • Analyze large datasets, identify patterns and trends, and communicate key insights to stakeholders. Use business intelligence tools (e.g., Tableau, Excel) to create visualizations and reports that inform decision-making.
  • 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.
  • Other duties/assignments as directed.

Requirements

  • We would love to have you on our team if you have:
  • 8+ years of experience in workforce management, volume forecasting, and headcount planning in a multi-channel, multi-skill, high-growth environment
  • 2+ years of experience forecasting support needs driven by B2B sales lifecycle
  • Proficient in SQL
  • Expertise in WFM software and tools such as CCForecast, Assembled, Calabrio, NICE or Verint
  • Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions to improve performance
  • Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate with stakeholders at all levels
  • Proficiency in contact center and BI technologies (Zendesk, Salesforce, Sprinklr, Excel, Tableau, Power BI, Snowflake)
  • Ability to work well under pressure in a fast-paced environment and make timely decisions to address operational challenges
  • Ability to work independently, manage multiple priorities, and thrive in a dynamic, fast-paced environment