Customer Success Workforce Management Specialist

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. **Responsibilities:** **FORECASTING \& CAPACITY PLANNING** * 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. **UTILIZATION \& REAL\-TIME INTRADAY MANAGEMENT** * 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 actio