EBSCO Industries Inc

Role Description 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. - 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 action. - Build and maintain real-time dashboards that give supervisors and leadership continuous visibility into agent deployment, channel demand, and coverage across all queues. - SCHEDULING & COVERAGE - 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. - ANALYTICS & CONTINUOUS IMPROVEMENT - 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. - COMMUNICATION & CROSS-FUNCTIONAL COORDINATION - 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. Qualifications - 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. Preferred Qualifications - 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.

Role Description Moultrie is seeking a loyal, energetic, goal-oriented Seasonal Customer Success Representative who brings a passion for delivering customer support to our diverse community of avid subscribers. As a Customer Success Rep, you will provide exceptional, proactive support through a remote work environment. This position primarily supports customers via phone, which will make up the majority of daily responsibilities. While there may be occasional involvement in other channels such as email, live chat, social media, and text, these are not the primary focus of the role. We are seeking a candidate with excellent attention to detail, problem-solving skills, and communication abilities. You must also be self-motivated, have an excellent work ethic, and be able to work both independently and as part of a team. We are seeking professionals who are adaptable to evolving products, tools, and services and are flexible while working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing our product knowledge and expertise. This is a great opportunity to be a part of a growing Customer Success team in a dynamic environment! Qualifications - High school diploma, GED, or college-level education - MUST have a minimum of 2+ years of Customer Service experience providing support in a REMOTE environment - Comfortable managing both phone and messaging queue conversations - Remote experience handling technical troubleshooting and issue resolution - MUST be able to work a flexible schedule including evenings and weekends - Ability to work in a remote setting with a reliable internet connection - Great communication skills, internally with team members and externally with customers - Strong time-management skills - Goal-oriented mindset - Leads by example using a proactive approach to provide optimal customer support Requirements - Outstanding organizational, interpersonal and communication (written and verbal) skills - Good problem-solving skills and ethical behavior - Unwavering Attendance Record - Must maintain confidentiality - May require sitting for long periods of time - Works in a team-oriented environment Preferred Skills - College degree - Experience working with Zendesk or a similar CRM system - Appreciation for the outdoors - Coachable, empathetic mindset - Ability to multitask

Role Description Moultrie is actively growing its geospatial capabilities across existing Mapbox-based mobile applications, upcoming web experiences, and support for machine learning and data science workflows. This role helps ensure geospatial data is identified, acquired, transformed, documented, and delivered with quality and reliability. Job Responsibilities - Support the Senior GIS Developer in building and maintaining GIS data workflows using open-source tools. - Acquire, clean, transform, and load geospatial datasets to support product, engineering, and analytics use cases. - Execute against defined priorities and deadlines while raising risks early and communicating status clearly. - Perform quality assurance checks to improve data completeness, consistency, and usability. - Document data lineage, transformation methods, assumptions, and known gaps (for example, counties/states with missing data). - Contribute to repeatable geospatial processes and help improve internal GIS standards over time. - Support occasional off-hours on-call needs for geospatial operations. - Participate in interviews and provide hiring feedback when requested. What Success Looks Like - Priority geospatial initiatives are delivered by agreed deadlines with clear documentation. - Data products are complete where possible, with clear documentation of missing or unavailable data. - GIS workflows are repeatable, documented, and trusted by partner teams. - Cross-functional teams can reliably use geospatial outputs in products, analytics, and planning. Qualifications - 3+ years of professional GIS experience. - Hands-on experience with QGIS, PostGIS, GDAL, Mapbox, Python, and SQL. - Demonstrated ability to build or support cloud hosted geospatial ETL/data preparation workflows. - Experience collaborating with cross-functional stakeholders and communicating technical details clearly. - Strong attention to detail, time management, curiosity, and ownership mindset. Preferred Qualifications - 5+ years of GIS experience. - Experience supporting geospatial needs for product teams and/or machine learning/data science initiatives. - Familiarity with cloud computing in Microsoft Azure. - Experience with Spatiotemporal Asset Catalogs (STAC) and cloud native geospatial formats. Benefits - The funding and long-term focus of a privately-held company, combined with the energy of a startup. - The opportunity to work with cutting edge geospatial tools in an emerging GIS team. - Remote-friendly culture with an optional annual hunting trip. Essential Job Function 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.

Role Description Moultrie is seeking a loyal, energetic, goal-oriented Seasonal Customer Success Representative who brings a passion for delivering customer support to our diverse community of avid subscribers. As a Customer Success Rep, you will provide exceptional, proactive support through a remote work environment. This position primarily supports customers via phone, which will make up the majority of daily responsibilities. While there may be occasional involvement in other channels such as email, live chat, social media, and text, these are not the primary focus of the role. We are seeking a candidate with excellent attention to detail, problem-solving skills, and communication abilities. You must also be self-motivated, have an excellent work ethic, and be able to work both independently and as part of a team. We are seeking professionals who are adaptable to evolving products, tools, and services and are flexible while working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing our product knowledge and expertise. This is a great opportunity to be a part of a growing Customer Success team in a dynamic environment! Qualifications - High school diploma, GED, or college-level education - MUST have a minimum of 2+ years of Customer Service experience providing support in a REMOTE environment - Comfortable managing both phone and messaging queue conversations - Remote experience handling technical troubleshooting and issue resolution - MUST be able to work a flexible schedule including evenings and weekends - Ability to work in a remote setting with a reliable internet connection - Great communication skills, internally with team members and externally with customers - Strong time-management skills - Goal-oriented mindset - Leads by example using a proactive approach to provide optimal customer support Requirements - Outstanding organizational, interpersonal and communication (written and verbal) skills - Good problem-solving skills and ethical behavior - Unwavering Attendance Record - Must maintain confidentiality - May require sitting for long periods of time - Works in a team-oriented environment Preferred Skills - College degree - Experience working with Zendesk or a similar CRM system - Appreciation for the outdoors - Coachable, empathetic mindset - Ability to multitask

Role Description Moultrie is seeking a loyal, energetic, goal-oriented Seasonal Customer Success Representative who brings a passion for delivering customer support to our diverse community of avid subscribers. As a Customer Success Rep, you will provide exceptional, proactive support through a remote work environment. This position primarily supports customers via phone, which will make up the majority of daily responsibilities. While there may be occasional involvement in other channels such as email, live chat, social media, and text, these are not the primary focus of the role. We are seeking a candidate with excellent attention to detail, problem-solving skills, and communication abilities. You must also be self-motivated, have an excellent work ethic, and be able to work both independently and as part of a team. We are seeking professionals who are adaptable to evolving products, tools, and services and are flexible while working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing our product knowledge and expertise. This is a great opportunity to be a part of a growing Customer Success team in a dynamic environment! Qualifications - High school diploma, GED, or college-level education - MUST have a minimum of 2+ years of Customer Service experience providing support in a REMOTE environment - Comfortable managing both phone and messaging queue conversations - Remote experience handling technical troubleshooting and issue resolution - MUST be able to work a flexible schedule including evenings and weekends - Ability to work in a remote setting with a reliable internet connection - Great communication skills, internally with team members and externally with customers - Strong time-management skills - Goal-oriented mindset - Leads by example using a proactive approach to provide optimal customer support - Always acts in the best interests of the Company and does not permit outside interests to interfere with job duties or influence actions on behalf of the Company, in alignment with Moultrie’s and EBSCO’s Employee Code of Conduct Requirements - Outstanding organizational, interpersonal and communication (written and verbal) skills - Good problem-solving skills and ethical behavior - Unwavering Attendance Record - Must maintain confidentiality - May require sitting for long periods of time - Works in a team-oriented environment Preferred Skills - College degree - Experience working with Zendesk or a similar CRM system - Appreciation for the outdoors - Coachable, empathetic mindset - Ability to multitask

Role Description Moultrie is seeking a loyal, energetic, goal-oriented Seasonal Customer Success Representative who brings a passion for delivering customer support to our diverse community of avid subscribers. - Serve as the main point of contact for Moultrie customers via phone and any other channels deemed necessary. - Quickly become an expert in the Moultrie product suite. - Resolve customer inquiries. - Maintain a quality rating by following procedures and acting in the customers’ best interests. - Record all interactions with customers in the provided CRM system. - Meet evolving department goals and metrics. - Analyze a customer’s service needs and refer to other service or technical departments for follow-up as needed. - Resolve routine problems and communicate solutions or requested information to the customer. - Maintain an active attendance record throughout the course of this position with little to no tardies. Qualifications - High school diploma, GED, or college-level education. - Minimum of 2+ years of Customer Service experience providing support in a remote environment. - Comfortable managing both phone and messaging queue conversations. - Remote experience handling technical troubleshooting and issue resolution. - Ability to work in a remote setting with a reliable internet connection. - Great communication skills, internally with team members and externally with customers. - Strong time-management skills. - Goal-oriented mindset. - Leads by example using a proactive approach to provide optimal customer support. Requirements - MUST be able to work a flexible schedule including evenings and weekends. - Always acts in the best interests of the Company and does not permit outside interests to interfere with job duties or influence actions on behalf of the Company, in alignment with Moultrie’s and EBSCO’s Employee Code of Conduct. Preferred Skills - College degree. - Experience working with Zendesk or a similar CRM system. - Appreciation for the outdoors. - Coachable, empathetic mindset. - Ability to multitask. Essential Job Function - Outstanding organizational, interpersonal and communication (written and verbal) skills. - Good problem-solving skills and ethical behavior. - Unwavering Attendance Record. - Must maintain confidentiality. - May require sitting for long periods of time. - Works in a team-oriented environment.

PRADCO Outdoor Brands (PRADCO) manufactures and markets major hunting and fishing brands and products. We are a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO Hunting owns the brands Moultrie, Summit, Knight & Hale, Code Blue, Texas Hunter Products and Whitetail Institute. PRADCO Fishing owns more than 20 brands including Bobby Garland, Booyah, Heddon, Lindy, Rebel, Thill, and YUM. For more information on PRADCO products, please visit our website at www.pradcooutdoorbrands.com. PRADCO team members participate in a selection of outstanding benefits, including: Profit Sharing Trust, Excellent Medical/Dental/Drug/Vision benefits, and many other benefits. Job Summary Customer and Office Support Representative-PRADCO Hunting The PRADCO Hunting Division is seeking an energetic, goal-oriented Customer and Office Support Rep with a passion for delivering customer support to our diverse community of avid subscribers and team members. This Rep will provide exceptional, proactive support through a primarily remote work environment. The Rep will communicate with customers via multiple channels, including phone, email, live chat, social media, and text, and also provide basic administrative assistance to others on the PRADCO Hunting Team. We are seeking a professional who is adaptable to evolving products, tools, and services and flexible in working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing their product knowledge and expertise. The Customer and Office Support Representative will report to the Customer Service Supervisor. Job Responsibilities - As an expert on PRADCO Hunting’s suite of products, serve as the main point of contact for customers via phone, email, live chat, social media, text, etc - Maintain a quality rating by following procedure and acting in the customers’ best interest - Record all interactions with customers in the provided CRM system - Provide various administrative tasks for the PRADCO Hunting Team to include mail and package delivery and receipt. - Meet evolving department goals and metrics Job Requirements - High school diploma - A minimum of 1-year experience providing support in customer service and office support. Preferred Skills - Experience working with Zendesk or similar CRM system - Appreciation for the outdoors Essential Job Function - Ability to work in a remote setting with a reliable internet connection - Great communication skills - Strong time-management skills - Goal-oriented mindset - Outstanding organizational, interpersonal and communication (written and verbal) skills. - Strong problem-solving skills - May require sitting for long periods of time in an office environment. - Coachable mindset. - Ability to multitask 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.

PRADCO Outdoor Brands (PRADCO) manufactures and markets major hunting and fishing brands and products. We are a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO Hunting owns the brands Moultrie, Summit, Knight & Hale, Code Blue, Texas Hunter Products and Whitetail Institute. PRADCO Fishing owns more than 20 brands including Bobby Garland, Booyah, Heddon, Lindy, Rebel, Thill, and YUM. For more information on PRADCO products, please visit our website at www.pradcooutdoorbrands.com. PRADCO team members participate in a selection of outstanding benefits, including: Profit Sharing Trust, Excellent Medical/Dental/Drug/Vision benefits, and many other benefits. Job Summary Customer and Office Support Representative-PRADCO Hunting The PRADCO Hunting Division is seeking an energetic, goal-oriented Customer and Office Support Rep with a passion for delivering customer support to our diverse community of avid subscribers and team members. This Rep will provide exceptional, proactive support through a primarily remote work environment. The Rep will communicate with customers via multiple channels, including phone, email, live chat, social media, and text, and also provide basic administrative assistance to others on the PRADCO Hunting Team. We are seeking a professional who is adaptable to evolving products, tools, and services and flexible in working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing their product knowledge and expertise. The Customer and Office Support Representative will report to the Customer Service Supervisor. Job Responsibilities - As an expert on PRADCO Hunting’s suite of products, serve as the main point of contact for customers via phone, email, live chat, social media, text, etc - Maintain a quality rating by following procedure and acting in the customers’ best interest - Record all interactions with customers in the provided CRM system - Provide various administrative tasks for the PRADCO Hunting Team to include mail and package delivery and receipt. - Meet evolving department goals and metrics Job Requirements - High school diploma - A minimum of 1-year experience providing support in customer service and office support. Preferred Skills - Experience working with Zendesk or similar CRM system - Appreciation for the outdoors Essential Job Function - Ability to work in a remote setting with a reliable internet connection - Great communication skills - Strong time-management skills - Goal-oriented mindset - Outstanding organizational, interpersonal and communication (written and verbal) skills. - Strong problem-solving skills - May require sitting for long periods of time in an office environment. - Coachable mindset. - Ability to multitask 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.

Headquartered in Birmingham, Alabama, Moultrie (www.moultrie.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. 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 Job Summary Moultrie is seeking a loyal, energetic, goal-oriented Seasonal Customer Success Representative who brings a passion for delivering customer support to our diverse community of avid subscribers.  As a Customer Success Rep, you will provide exceptional, proactive support through a remote work environment. This position primarily supports customers via phone, which will make up the majority of daily responsibilities. While there may be occasional involvement in other channels such as email, live chat, social media, and text, these are not the primary focus of the role. We are seeking a candidate with excellent attention to detail, problem-solving skills, and communication abilities. You must also be self-motivated, have an excellent work ethic, and be able to work both independently and as part of a team. We are seeking professionals who are adaptable to evolving products, tools, and services and are flexible while working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing our product knowledge and expertise. This is a great opportunity to be a part of a growing Customer Success team in a dynamic environment!  Job Responsibilities - Serve as the main point of contact for Moultrie customers via phone and any other channels deemed necessary - Quickly become an expert in the Moultrie product suite - Resolve customer inquiries - Maintain a quality rating by following procedures and acting in the customers’ best interests Record all interactions with customers in the provided CRM system - Meet evolving department goals and metrics - Analyze a customer’s service needs and refer to other service or technical departments for follow-up as needed - Resolve routine problems and communicate solutions or requested information to the customer - Maintains an active attendance record throughout the course of this position with little to no tardies.  Job Requirements - High school diploma, GED, or college-level education - MUST have a minimum of 2+ years of Customer Service experience providing support in a REMOTE environment - Comfortable managing both phone and messaging queue conversations - Remote experience handling technical troubleshooting and issue resolution - MUST be able to work a flexible schedule including evenings and weekends - Ability to work in a remote setting with a reliable internet connection - Great communication skills, internally with team members and externally with customers - Strong time-management skills - Goal-oriented mindset - Leads by example using a proactive approach to provide optimal customer support - Always acts in the best interests of the Company and does not permit outside interests to interfere with job duties or influence actions on behalf of the Company, in alignment with Moultrie’s and EBSCO’s Employee Code of Conduct Preferred Skills - College degree - Experience working with Zendesk or a similar CRM system - Appreciation for the outdoors  - Coachable, empathetic mindset - Ability to multitask Essential Job Function - Outstanding organizational, interpersonal and communication (written and verbal) skills - Good problem-solving skills and ethical behavior - Unwavering Attendance Record  - Must maintain confidentiality - May require sitting for long periods of time - Works in a team-oriented environment 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.