Open to opportunities

Oliver Glover

@oliverglover

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Workforce planning and forecasting professional improving contact-center service levels through data-driven staffing.

United States

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What I'm looking for

I’m looking for 100% remote opportunities where I can drive workforce planning, forecasting, and schedule optimization for large contact centers—partnering with operations leadership to improve service levels, staffing efficiency, and operational visibility.

I’m a Workforce Planning and Forecasting professional with 14+ years of experience supporting large-scale contact center operations across healthcare and financial services environments. I translate historical trends, workforce metrics, and call volume patterns into staffing recommendations and workforce strategies aligned to service-level objectives, including environments exceeding 300 agents.

In recent roles at Baystate Health, I supported workforce planning through workforce reporting, staffing analysis, schedule generation support, and operational performance analysis—especially with Genesys Cloud workforce data for PTO analysis, schedule adherence, workforce exceptions, and service-level performance. I’ve partnered directly with operations leadership to balance customer experience, staffing efficiency, and business objectives, trained workforce management personnel, and earned a Wells Fargo Gold Coin Award for exemplary performance.

Experience

Work history, roles, and key accomplishments

Tech & Data Analyst

Baystate Health

Apr 2025 - Jun 2026 (1 year 2 months)

Supported workforce planning through workforce reporting, staffing analysis, schedule-generation support, and operational performance analysis. Extracted and validated Genesys Cloud workforce data, built reporting for PTO and schedule adherence, and trained workforce management staff on forecasting and schedule-generation processes.

Genesys Cloud Workforce Planning Staffing Analysis Service Level Management Workforce reporting Data Validation PTO Analysis operational performance

Workforce Management Analyst

Baystate Health

Nov 2022 - Apr 2025 (2 years 5 months)

Performed workforce management for an approximately 300-agent healthcare contact center, monitoring performance, schedule adherence, staffing levels, and service-level attainment. Recommended staffing adjustments based on call demand, authored workforce documentation adopted by leadership, and supported real-time operations while balancing service-level objectives and staffing constraints.

Workforce Management Workforce reporting Service Level Management Staffing Analysis Real Time Operations Capacity Planning KPI Analysis Resource Optimization

Call Center Planning Analyst

Maximus, Inc.

Oct 2021 - Nov 2022 (1 year 1 month)

Developed workforce forecasts and staffing plans for healthcare contact center operations serving Medicare and Medicaid recipients. Maintained monthly service-level objectives of 90% or greater for assigned operations supporting over 300 agents, while improving forecast-to-actual reporting and KPI analysis to increase workforce visibility.

Workforce Planning Staffing Call Center Operations Service Level Management Capacity Planning KPI Analysis Intraday Management

Call Center Planning Analyst II

Wells Fargo Bank, N.A.

May 2012 - Aug 2021 (9 years 3 months)

Built short-term forecasting models and workforce plans using historical call volume trends, staffing assumptions, and operational performance metrics. Conducted staffing analysis and capacity planning across multiple contact center business lines, coordinated workforce planning for new-hire classes and schedule bids, and consistently exceeded service-level objectives, earning a Wells Fargo Gold C

Capacity Planning Staffing Analysis Workforce Planning Service Level Management Resource Optimization operational performance

Lead Call Center Planning Analyst

Wells Fargo Bank, N.A.

Dec 2010 - May 2012 (1 year 5 months)

Performed advanced workforce analysis, forecasting, staffing planning, and workforce management activities for large-scale contact center operations. Administered workforce management software and scheduling databases, supported workforce system implementations and process improvements, and coached workforce planning personnel.

Workforce Planning Staffing Planning Workforce Management Capacity Planning Data Reconciliation

Client Services Manager

Wells Fargo Bank, N.A.

May 2007 - Dec 2010 (3 years 7 months)

Managed a team of 18 contact center professionals, using workforce reporting, productivity analysis, and staffing management to achieve operational objectives. Provided coaching and performance management while delivering workforce planning support and operational readiness for the contact center.