Customer Success Workforce Management Specialist

EBSCO Industries Inc•Hoover, AL

1d•Remote

About The Position

Headquartered in Birmingham, Alabama, Moultrie (www.moultrieproducts.com) is the leader in game feeders and cellular camera innovation, building products used by hunters, property owners, and others for real-time remote monitoring. We take pride in developing deep user understanding, obsessing about the details, and going the extra mile to show our users we love them. Moultrie is customer-driven – hardware, software, marketing, and customer success teams collaborate to deliver a quality user experience. As a business unit of EBSCO Industries (www.ebscoind.com), we offer the stability and benefits of a firmly established corporation while operating as a growth-focused team with the entrepreneurial spirit of a startup. We are guided by the following principles: Customer Obsession.; Excellence is the Standard.; Bias for Action.; Act Boldly.; Deliver Results.; Hire and Develop the Best.; Be Curious and Learn.; Win as a Team. The Workforce Management Specialist is a critical operational owner within Moultrie’s Customer Success team. Reporting to a Customer Success Supervisor, this role owns the end-to-end WFM function: building the forecasting models that predict demand, designing the schedules that match capacity to that demand, and monitoring real-time performance to ensure agents are deployed where and when customers need them most. We operate across voice and chat channels, with significant seasonal volume that requires precise forecasting and capacity planning. The right person for this role walks in ready to build, not learn. If you are energized by solving complex scheduling problems at scale and take pride in owning data-driven progress, this role is built for you.

Requirements

3+ years of workforce management experience in a contact center environment, with direct ownership of forecasting, scheduling, and intraday management.
Demonstrated experience building multi-channel forecasting models from the ground up — voice, chat, and/or digital channels required.
Hands-on experience with enterprise WFM platforms (Verint, NICE IEX, Calabrio, or equivalent required).
Deep command of core WFM metrics: utilization, occupancy, schedule adherence, service level, average handle time, and shrinkage.
Experience scheduling and managing capacity for large teams across multiple channels and shift types.
Proficiency in data tools for tracking and analysis — advanced Excel or Google Sheets at minimum; SQL or BI tools a strong plus.
Proven ability to work independently in a remote environment and make real-time staffing decisions with urgency and sound judgment.
Strong written and verbal communication skills; able to present data-backed recommendations to supervisors and leadership clearly and concisely.

Nice To Haves

Experience with WFM platform administration, including configuration, skill routing logic, and reporting.
Experience with Erlang C modeling or other queuing theory approaches to staffing calculations.
Experience supporting 7-day operations and large seasonal volume ramps.
Familiarity with skills-based routing and channel blending strategies in a multi-queue environment.
SQL proficiency or experience querying a cloud data warehouse.
Experience in a fast-growing, remote-first organization.

Responsibilities

Build and maintain interval-level forecasting models for voice and chat channels, using historical volume, handle time, seasonality, and trend data.
Own seasonal ramp planning by translating staffing models and volume projections into capacity plans that support peak-season operations.
Model staffing scenarios for channel and routing changes; quantify the impact on service levels and utilization before changes go live.
Continuously refine forecast accuracy; track forecast-to-actual variance and adjust models to improve precision over time.
Partner with supervisors and leadership to align headcount plans with forecasted demand ahead of each week and each season.
Maintain continuous real-time visibility into agent activity and channel-level demand; proactively identify and correct staffing imbalances before they affect service levels.
Make intraday adjustments with urgency and ownership to keep every channel appropriately staffed throughout the day.
Own utilization, occupancy, and schedule adherence as primary performance metrics; track actuals against targets daily, investigate variance, and drive corrective action.
Build and maintain real-time dashboards that give supervisors and leadership continuous visibility into agent deployment, channel demand, and coverage across all queues.
Design and manage agent schedules across a 7-day operating calendar, balancing service level requirements, agent preferences, labor rules, and multi-channel skill assignments.
Coordinate scheduling for off-channel activities including training, coaching, and team meetings without compromising coverage targets.
Process time-off requests, shift swaps, and ad hoc schedule changes with minimal disruption to coverage; maintain accurate records in the WFM platform.
Ensure skill-based routing assignments reflect current agent capabilities and are updated as routing strategy evolves.
Produce recurring WFM reporting for supervisors and CS leadership: daily utilization summaries, weekly forecast accuracy reports, and seasonal capacity reviews.
Identify and investigate root causes of coverage gaps, low utilization, or service level misses; develop and implement corrective recommendations.
Partner with supervisors to identify scheduling and routing changes that improve agent efficiency without sacrificing service quality.
Document WFM processes, forecasting methodologies, and scheduling policies to maintain a reliable, current reference for the team.
Serve as the primary point of contact for agents on schedule changes, shift swap requests, and time-off approvals — communicating clearly and consistently.
Collaborate with CS Supervisors, Team Leads, and HR to ensure scheduling decisions support performance goals and service level targets.
Communicate proactively with leadership when demand signals, forecast changes, or real-time conditions require immediate staffing decisions.