Green Dot Corporation is an entrepreneurial venture in the consumer financial services/retail space. A rapidly growing Green Dot has a unique business model that blends consumer products, financial services, and retail. Green Dot Corporation is America’s first and largest provider of retailer-sold prepaid debit cards. Green Dot Visa and MasterCard re-loadable prepaid products offer customers the convenience of a debit or credit card without the need for a credit check or bank account. Green Dot is in nearly 50,000 U.S. locations including Rite Aid, CVS Pharmacy, RadioShack, The Pantry, and Walgreens. The company has recently partnered with Wal-Mart to launch the Wal-Mart MoneyCard, a prepaid re-loadable Visa Card available exclusively at Wal-Mart. Green Dot is headquartered in Monrovia, Calif. Major investors include Sequoia Capital of Menlo Park, California and Total Technology Ventures of Georgia, an affiliate of Synovus Financial Corporation

VP, Call Center Operations

Company Information

Green Dot is the largest provider of retail financial services in the US.  The company has developed a unique category of financial products focused on the underserved market and sells and markets them like packaged goods in major retail stores.  Green Dot has > 90% share of the US retail market and its products are currently sold in more than 50,000 top tier retailers, including Wal-Mart, CVS/Pharmacy, RadioShack, Rite Aid, Walgreen's, Kroger etc.  In addition, Green Dot has developed the largest cash acceptance network in the US.

The company is a high growth, profitable entrepreneurial venture with compounded annual revenue growth of 67% over the last two years that is redefining financial services and retail in the underserved market. Green Dot is headquartered in the Los Angeles area and is backed by Sequoia Capital (PayPal, Google, You Tube, Apple, Yahoo etc.) with Mike Moritz sitting on the Company’s Board.

POSITION TITLE: V.P. Call Center Operations                            REPORTS TO: E.V.P. Operations

POSITION OVERVIEW: Responsible for providing management oversight and leadership to external Call Center Partners and internal Call Center Operation Team to ensure service excellence.  

POSITIONS SUPERVISED-

·         Internal Customer Care Management, including

o    Work Force Management

o    Quality Assurance

o    Training

·         Outsourced Partners

DUTIES/RESPONSIBILITIES/EXPECTATIONS

·         Provide day to day leadership of 600+ FTE offshore outsourced call center

·         Monitor Outsource Partner, Supervisor and Customer Care Representative Performance for metric achievement and ensure corrective action is taken when necessary

·         Managing a team including Supervisors, Leads, Customer Care Team Members and Outsource Partners

·         Evaluate and facilitate changes to business processes and work flow to deliver maximum productivity at minimized cost

·         Analyze and recommend cost-effective technology solutions

·         Analyze ongoing Outsource Partnerships to evaluate effectiveness.  Based on analysis recommend changes to existing contracts or Partners to better serve our customer base. 

·         Plan and communicate changes in product, processes, policies and/or procedures in a clear, concise and expedient manner throughout the organization

·         Analyze business trends to proactively address and/or respond quickly and professionally to all escalated issues received from members, sales agents, executive team and subordinates

·         Train and develop subordinate skills through a variety of methods such as one-on-one training sessions, group meetings, role playing, email communication, certification process administration and progressive discipline

·         Maintain and accurately report key department operating and tracking statistics

·         Provide subordinate recommendations to executive team regarding promotion potential, transfer value, staffing levels (current and future), and progressive discipline

·         Able to grasp and understand our market segment and business products in a minimal amount of time

·         Adheres to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).

·         Adheres to all Company Health and Safety policies and procedures.

·         Other duties as assigned.

QUALIFICATIONS:

§  Five plus years of experience directing a high-volume call center environment with 200 or more employees.

§  Strong call center/customer service support systems knowledge.

§  Excellent attention to detail, decision making, analytical, leadership, motivational, organizational, and communications skills.

§  Prior Outsourcing management experience

§  Proven track record in successfully managing Outsourced Contact Center Operations to attainment of performance standards

Green Dot offers a competitive compensation package.