Management Manager

OLIVER BRITZ

*** *.********* **. • Worthington, OH 43085

********@******.*-****.*** • 614-***-****

Customer Support Management • Operations Planning

Experienced and goal-oriented Operations Leader with a demonstrated track record of building

trusted operational support teams. Extensive knowledge of workforce management and financial

metrics with proven expertise in driving efficiency and cost savings through evaluation of operational

drivers and building close relationships with operational teams. Core competencies include:

• Workforce Management • Capacity Planning • Technology Integration

• Financial Analysis • Budgeting • International Management

• Forecasting • Cost Reductions • Team Management

CAREER EXPERIENCE

EBAY INTERNATIONAL AG, Dublin, Ireland / Berlin, Germany / SLC, UT, Jan 2007 – Sep 2009

Senior Manager, Workforce Management & Planning

Leading workforce management functions across eBay’s two internal and 13 external customer

support locations supporting 11 countries and 7 languages. This includes leading the WFM, System

Management (CRM), CMS, and Quality Administration teams (22FTE) in Dublin, Ireland and

Berlin, Germany. The teams responsibilities include but are not limited to: the creation of accurate

short and long term volume forecasts across several teams, skills, channels, languages, and sites (a

total of 2,300FTE); the creation and management of schedules; SL management, reporting and

analysis. Administer the Kana, Avaya CMS, Witness, SAP CRM and Impact 360 systems.

Spearheaded implementation of eWFM software

Implementation of monthly Business Reviews by Team

Management of start-up for eBay Germany phone initiative across 3 sites (reporting,

forecasting, adherence)

Centralization of ACD management to effectively manage support function across

countries/sites.

CHECKFREE CORPORATION, Columbus, Ohio, 2001 – 2006

Manager, Financial Analysis and Planning

Responsible for management of $65 million budget in support of Customer Operations across 3 sites,

outsource partner, and various support / sales groups. Coordinate, create, and review of annual budget with

executive & senior management. Lead monthly review of financial results against trend, budget, and forecast

Projected monthly staffing expenses that accurately capture procedural and functional changes to

minimize monthly variances to forecast/budget. Responsible for building and maintaining forecasting

models and trends. Improve operational expense metrics and cost per transaction metric through ongoing

identification of operational/financial opportunities. Support executive management through ad hoc

Continued…

Oliver Britz • Page 2

CAREER EXPERIENCE CONTINUED

financial and operational analysis and “what if scenarios” as needed (exa. incl. Peoplesoft Implementation

Impacts, Outsource Expense Savings, Operational Effectiveness, Cost/Benefit analysis, IVR Impacts)

CORECOMM LIMITED, Columbus, Ohio, 2000 – 2001

Manager, Consumer Care Operations

Managed all aspects of inbound call center operations in support of telephone, cell phone, pager and

internet customer base. Developed and introduced operational procedures to gain internal and external

efficiencies. Designed and implemented call volume forecasting, expense and budget models for review

with senior management.

GAP INC DIRECT, Columbus, Ohio, 1999 – 2000

Senior Financial Analyst

Responsible for validating Gap, Banana Republic and Old Navy operational information including,

budgets, forecasts, and reporting. Managed weekly projection meetings with VP of Operations and

Director of Human Resources.

QVC GERMANY, Duesseldorf, Germany, 1997 – 1999

Manager, Forecasting and Resource Planning

Prepared annual business plan and managed expenses of $6MM. Managed a team of 16 direct reports;

order entry, customer service, quality, training and forecasting departments. Evaluated and introduced

technology and management systems to improve efficiency and reduce expenses. Developed and

introduced forecasting and scheduling models to ensure meeting quality service targets in high volume

and volatile environment.

CITIBANK AG, Aachen, Germany, 1994 – 1996

Capacity Planner

Developed sales and budget forecasts for successful start-up of direct banking operation of Citibank

Germany. Selected, introduced, and trained on e-workforce management (TCS) package under tight

start-

up deadlines.

EDUCATION

Masters of International Management, Finance

THUNDERBIRD – Glendale, Arizona, USA

Bachelor of Art, International Studies

MICHIGAN STATE UNIVERSITY – East Lansing, Michigan, USA

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