Director, Workforce & BPO Management, DentaQuest

Sun Life•Kansas City, MO

2d•$114,600 - $171,900•Hybrid

About The Position

The Director, Workforce and BPO Management provides strategic leadership and enterprise-level oversight for workforce management, customer service technology, analytics, and Business Process Outsourcing (BPO) partnerships supporting Dental Customer Service operations. The role leads teams and governance processes responsible for call center forecasts, schedules, performance analysis, and operational oversight of external customer service BPOs. This includes aligning contracts with business needs, validating invoices, managing vendor performance, and ensuring BPO technology meets enterprise standards and operational objectives. The Director leads teams supporting Customer Service Managers across IVR, Workforce Management, Chat, CRM, and related technologies. The role establishes processes and operational reporting, and leads the development of dashboards, knowledge centers, and technical capabilities. It partners with Information Technology, Finance, Legal, Procurement, and Customer Service leadership to align technology solutions, vendor performance, and budgets. The position influences service performance, workforce investment, vendor outcomes, technology adoption, customer experience, and operating costs across Dental Operations. Sun Life uses a hybrid work model, with team members and leaders expected to work in the office at least two days per week. The position offers a salary range of $114,600–$171,900 and is eligible for a discretionary annual incentive award.

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.
5+ years of people leadership experience leading managers, senior professionals, or large cross-functional teams.
Financial acumen, including budget planning, cost management, ROI analysis, and business case development.
Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, CRM systems, IVR, chat, call routing, reporting tools, and digital self-service capabilities.

Nice To Haves

Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management 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.
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.
Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability.
Strong change leadership skills and 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 presenting recommendations to senior leaders.

Responsibilities

Lead Sr. Managers and Managers overseeing BPO and training teams; attract, engage, develop, and retain talent.
Set direction for Customer Service reporting and analytics to support operational strategy and leadership decisions.
Establish reporting of metrics, analytics, and performance across internal and outsourced customer service operations.
Drive development, maintenance, and continuous improvement of leadership dashboards covering 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 to align them with business strategy, service expectations, and operational demand.
Govern BPO contract alignment, partnering with Legal, Finance, and Procurement on terms, amendments, and renewals.
Manage and approve BPO invoice execution, checking accuracy, contractual compliance, and alignment with delivered services and performance outcomes.
Lead BPO performance management, including service levels, quality, productivity, staffing efficiency, and corrective action planning.
Oversee BPO technology requirements, including vendor platforms, integrations, reporting, security standards, and alignment with enterprise 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 on implementation, optimization, and vendor integration priorities.
Lead business case development and ROI analysis for customer service technology investments.
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 for access to client, product, and operational information.
Establish and sponsor best practices in workforce management, customer service operations, vendor governance, and customer service technology.
Promote effective use of IVR and digital self-service through intuitive design and customer-friendly call flows.
Serve as a subject matter expert on customer service applications and ensure successful deployment, adoption, operational readiness, and measurable business value.
Establish cross-departmental interfaces to assess business changes and their impact on call center workload and vendor demand.
Develop and communicate process documentation for forecasting, resourcing, vendor oversight, and performance management methodologies.
Maintain strong relationships with operating vendors to ensure platforms are upgraded, stable, and aligned with business needs.

Benefits

Generous vacation and sick time
Paid family, parental, and adoption leave
Medical coverage
Company-paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive, and collaborative work environment supporting career growth
Discretionary annual incentive award based on individual and business performance