Customer Success Workforce Managment Assistant

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.; Grow or Die.

The Customer Success Workforce Management Assistant will provide valuable support to the Workforce Management Specialist (WMS) in a variety of day-to-day operational tasks. This role is intended to assist the WMS with workforce management responsibilities, allowing the WMS to focus on high-level strategy, performance optimization, and tactical workforce decisions. The Assistant will primarily support scheduling coordination, performance tracking, reporting, and administrative tasks without taking on the core responsibilities of scheduling, forecasting, or performance optimization, which remain under the WMS’s control. 

Responsibilities:

• Support Scheduling and Attendance: Assist with the scheduling process by maintaining agent schedules in Tymeshift based on WMS direction and ensuring they are updated in accordance with time-off requests and changes. Track agent attendance (clock in/out) using myEBSCO and Tymeshift to ensure compliance with the attendance policy.
• Support with scheduling off-channel activities, such as training, shadowing, meetings, and coaching sessions, by inputting and tracking data in relevant systems.
• Administrative and Documentation Support: Maintain updated records for agent schedules, time off, training, and performance data. Help manage and organize workforce management-related meetings, prepare materials, and take notes as needed. Assist the WMS with creating and maintaining documentation on workforce policies and procedures.
• Process Improvement Assistance: Support the WMS with identifying areas for operational improvement by compiling data, monitoring trends, and sharing observations from reports or real-time activities. Help track skill-based routing changes and assist with updating information in Tymeshift based on the WMS’s strategic direction.
• Communication and Coordination: Provide communication support for the WMS by acting as a liaison between the agents and management regarding schedule changes, shift swaps, and time-off approvals. Help maintain open lines of communication with agents to ensure clarity on schedules, expectations, and performance feedback. 

Required Skills and Qualifications:

• High school diploma required, associate’s degree or higher preferred.
• At least 6 months to 1 year of experience in Customer Success, Workforce Management, or a related field preferred.
• Strong attention to detail and the ability to manage multiple tasks with minimal supervision.
• Organizational and communication skills that enable effective coordination and collaboration with team members.
• Comfort with administrative tasks such as scheduling, data entry, and maintaining records.

Preferred Qualifications:

• Basic experience with Zendesk required; familiarity with Tymeshift or other workforce management tools preferred.
• Basic understanding of customer service operations, including KPIs like average handle time.
• Ability to identify areas for improvement based on data and support the execution of recommendations.

Work Environment:

• Collaborative team environment with a focus on customer success operations.
• The assistant may need to support different shifts or schedules depending on department needs, but primary working hours will be aligned with business hours.

Key Relationships:

• Direct Supervisor: Customer Success Supervisor Internal Teams: Customer Success Agents, HR, and Leadership Teams
• External: Vendors/Partners related to scheduling or workforce management tools
• This Customer Success Workforce Management Assistant role will support the WMS in daily operations and assist in the efficient management of the workforce without taking on any of the WMS’s core responsibilities.
• The Assistant will help ensure smooth administrative operations and provide data-driven insights to support workforce decisions.

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.