Director, Workforce & BPO Management, DentaQuest

Sun Life•Wellesley, MO

11d•Hybrid

About The Position

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. The Director, Workforce and BPO Management provides strategic leadership and enterprise-level oversight for workforce management, customer service technology, analytics, and Business Process Outsourcing partnerships supporting Dental Customer Service operations. This Director is responsible for leading teams and governance processes that monitor, track, and produce effective call center forecasts, schedules, and performance analysis, as well as ensuring strong operational governance of external Customer Service BPOs. Oversight includes alignment of BPO contracts to evolving business needs, invoice execution and validation, performance management, and ensuring BPO technology requirements align with enterprise standards and operational objectives. This role makes decisions that influence service performance, workforce investment, vendor outcomes, technology adoption, customer experience, and operating costs across Dental Operations. The role manages teams delivering exceptional customer support to Customer Service Managers supporting IVR, Workforce Management, Chat, CRM, and related technologies. Responsibilities include establishing and managing processes, generating operational reporting, and leading the design and implementation of dashboards, knowledge centers, and technical capabilities. This Director partners closely with Information Technology, Finance, Legal, Procurement, and Customer Service leadership to ensure alignment with technology solutions, vendor performance, and budgetary guidelines. Through an integrated approach to operational, technical, vendor, and resource management, the Director drives superior customer service outcomes that meet or exceed member, customer, and provider expectations and align with corporate goals.

Requirements

Bachelor’s degree or equivalent relevant work experience
10+ years of progressively responsible experience in workforce management, contact center operations, customer service operations, BPO/vendor management, operational analytics, or customer service technology, including 5+ years of people leadership experience leading managers, senior professionals, or large cross-functional teams
Financial acumen, including budget planning, cost management, return on investment analysis, and business case development.
Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, customer relationship management systems, interactive voice response, chat, call routing, reporting tools, and digital self-service capabilities.

Nice To Haves

Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management functions in a high-volume customer service or contact center environment.
Demonstrated experience governing BPO/vendor relationships, including contract alignment, SLA management, invoice validation, performance oversight, and corrective action planning.
Strong knowledge of customer service technologies, including Workforce Management platforms, CRM, IVR, chat, call routing, reporting tools, and digital self-service capabilities.
Ability to develop executive-level dashboards, operational insights, and performance reporting to support business decisions.
Experience partnering with IT, Finance, Legal, Procurement, and business leaders to deliver technology, vendor, and operational priorities.
Strong financial acumen, including budget planning, cost management, ROI analysis, and business case development.
Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability.
Strong change leadership skills with experience implementing technology, process, vendor, or operating model changes.
Ability to translate business strategy into operational plans, workforce strategies, vendor governance practices, and measurable outcomes.
Excellent communication, influencing, and stakeholder management skills, including the ability to present recommendations to senior leaders.

Responsibilities

Lead team of Sr. Managers and Managers who oversee the BPO and training teams; responsible for attracting, engaging, developing, and retaining talent.
Set direction for the Customer Service reporting and analytics function, ensuring reporting capabilities, insights, and analytics support operational strategy and leadership decision-making
Establish and drive the reporting of metrics, analytics, and performance reporting on customer service activity across internal and outsourced operations.
Drive the development, maintenance, and continuous improvement of leadership dashboards that provide visibility into operational, workforce, vendor, and customer experience performance
Oversee workforce planning strategy, including staffing models, capacity plans, and forecasting methodologies based on activity trends, seasonality, membership projections, and business priorities.
Provide Director‑level oversight of Customer Service BPOs, ensuring alignment with business strategy, service expectations, and operational demand.
Govern BPO contract alignment to business needs, including collaboration with Legal, Finance, and Procurement on contract terms, amendments, and renewals.
Manage and approve BPO invoice execution, ensuring accuracy, compliance with contractual terms, and alignment with delivered services and performance outcomes.
Lead BPO performance management, including service level adherence, quality outcomes, productivity, staffing efficiency, and corrective action planning as needed.
Oversee BPO technology requirements, ensuring vendor platforms, integrations, reporting, and security standards align with enterprise technology architecture and operational needs.
Shape the customer service technology roadmap by evaluating Workforce Management, CRM, IVR, chat, and call center platforms, and partnering with IT to prioritize implementation, optimization, and vendor integration.
Lead business case development and ROI analysis for customer service technology investments, ensuring recommendations are aligned to operational priorities, financial expectations, and enterprise standards.
Prepare and manage the department budget, including internal resources and outsourced service costs.
Govern service level agreements across internal teams and external BPO partners, ensuring accountability for performance, quality, productivity, and corrective action.
Develop and maintain a Knowledge Center to improve access to critical client, product, and operational information.
Establish and sponsor adoption of best practices in workforce management, customer service operations, vendor governance, and customer service technology solutions.
Promote effective utilization of IVR and digital self‑service technologies through intuitive design and customer‑friendly call flows.
Serve as a Subject Matter Expert on customer service applications and ensure successful deployment and adoption. operational readiness, and measurable business value.
Establish and maintain cross‑departmental interfaces to assess business changes and their impact on call center workload and vendor demand.
Develop and communicate clear process documentation supporting forecasting, resourcing, vendor oversight, and performance management methodologies.
Establish and maintain strong working relationships with key operating vendors to ensure platforms are upgraded, stable, and aligned with business needs.