Senior Manager, Customer Service (DentaQuest)

Sun Life•Baltimore, MD

1d•$64,700 - $97,100•Hybrid

About The Position

Sun Life U.S. is a major provider of employee and government benefits, serving approximately 50 million Americans. DentaQuest, a part of Sun Life U.S., manages dental and vision benefits for over 33 million Americans, focusing on outcomes-based, cost-effective solutions for various populations. This role leads and oversees customer service operations for assigned Government and strategic contact center functions, ensuring effective delivery of support services. The position involves leadership for frontline teams and managers, monitoring operational performance against service level and contractual expectations, and driving continuous improvement in quality, accuracy, call routing, knowledge management, and customer experience. The Senior Manager will act as a key operational liaison across various departments and with vendor partners to support service delivery, incident response, technology readiness, and the implementation of new tools and processes. Sun Life embraces a hybrid work model, requiring team members and leaders to be in the office at least 2 days per week.

Requirements

8+ years of customer service operations, contact center, health care operations, or related experience; government program or regulated contact center experience preferred.
5+ years of leadership or contact center management experience, including direct people leadership and management of managers or leads.
Bachelor’s degree or equivalent combination of education and relevant experience.
Strong understanding of contact center operations, workforce management concepts, call routing, queue management, service level performance, quality monitoring, and operational reporting.
Experience partnering with Information Technology, business readiness, and operational stakeholders on system implementations, incident response, user acceptance testing, and production support.
Ability to interpret operational data, identify trends, assess business impact, and recommend practical action plans.
Strong written and verbal communication skills, including ability to prepare clear guidance for leaders, agents, business process outsourcing partners, clients, and cross-functional stakeholders.
Demonstrated ability to lead in a fast-paced, changing environment while balancing service delivery, compliance, quality, employee engagement, and customer experience.
Strong facilitation, problem-solving, collaboration, relationship management, and conflict-resolution skills.
Proficiency with Microsoft Office applications and ability to learn and use contact center platforms, reporting tools, knowledge management systems, telephony tools, and enterprise workflow applications.

Nice To Haves

Government program or regulated contact center experience

Responsibilities

Lead assigned Customer Service teams and managers responsible for government contact center operations, including production agents, specialty queues, and self-service support functions.
Establish, monitor, and manage operational goals, service levels, quality expectations, productivity outcomes, and customer experience measures for assigned lines of business.
Oversee daily, weekly, and monthly contact center performance, including call volumes, queue health, staffing impacts, service level attainment, abandonment, average speed to answer, handle time, and other key operating metrics.
Partner with Workforce Management to align staffing, skilling, routing profiles, queue assignments, and contingency plans with operational demand and client-specific requirements.
Coordinate with Learning and Development to create, review, and update knowledge articles, job aids, alerts, one-pagers, and training guidance for frontline agents and leaders.
Support client-specific operations, including facilitation of key clients meetings, reporting completion, and action plan development and execution for the maintenance of client contractual and regulatory operational results.
Serve as a contact center subject matter expert for telephony, call routing, queue configuration, interactive voice response, portal impacts, and related technology changes.
Participate in technology readiness, user acceptance testing, defect validation, production readiness, and go-live support for new systems, platforms, routing changes, and operational tools.
Lead or support operational incident response for major incident management and high-impact system events by assessing contact center impact, coordinating with Information Technology and business partners, communicating guidance, and confirming resolution.
Develop clear communication for internal teams and business process outsourcing partners regarding known issues, routing changes, client requirements, system outages, service impacts, and required agent actions.
Partner with Quality Assurance and Client Engagement to support client audits, calibrations, action plans, attestations, quality improvement activities, and timely responses to client requests.
Monitor and support escalated member, provider, client, and internal issues, ensuring appropriate research, resolution, documentation, and leadership visibility.
Collaborate with business process outsourcing partners and internal leaders to ensure consistent execution of processes, adherence to client-specific requirements, and appropriate use of queues, transfer protocols, and knowledge resources.
Support organizational planning, role definition, span-of-control alignment, responsibility mapping, and transition planning as Customer Service and Shared Services responsibilities evolve.
Coach, develop, and hold leaders and team members accountable for performance, quality, engagement, communication, and operational discipline.
Participate in hiring, onboarding, performance management, corrective action planning, talent development, and succession planning for assigned teams.
Identify operational risks, process gaps, technology barriers, training needs, and improvement opportunities; recommend and implement solutions that improve service, efficiency, compliance, and associate experience.
Maintain strong cross-functional relationships with Operations, Shared Services, Information Technology, Workforce Management, Learning and Development, Quality Assurance, Client Engagement, Appeals, Complaints and Grievances, and other business partners.
Represent Customer Service in leadership meetings, readiness forums, client-related discussions, and cross-functional workgroups as needed.
Other duties as assigned.