Director, Customer Service & Call Center Strategy

Sun Life; Baltimore (MD); On-site; USD 114,600 - 171,900; Full time

Job summary

Sun Life U.S. is seeking a Customer Service Director to oversee specialty markets, optimize inter-market service delivery and manage co-sourcing partnerships.

You will drive SLAs, develop metrics, and lead a multidisciplinary team across offices with a focus on privacy compliance, hiring, training, and continuous improvement to deliver exceptional member and provider service. You will partner with executive leadership to align strategic goals with operations and actively monitor performance

Qualifications

• Bachelor's Degree required; 8+ years in Customer Service/Call Center or equivalent.
• Strong leadership and project management experience in healthcare or dental settings.
• Excellent interpersonal and communication skills; ability to manage multiple priorities.

Responsibilities

• Maximize utilization by outsourcing call types to co-sourcing vendor.
• Drive service level requirements and operational efficiency across specialty markets.
• Lead staff hiring, training, and development; monitor performance and implement improvements.
• Ensure privacy compliance and effective collaboration with internal/external customers.
• Develop and monitor KPIs; drive membership growth and retention through service excellence.
• Engage with project prioritization and IT initiatives to support business goals.

Skills

Project management

Leadership

Communication

Customer service orientation

Problem solving

Multitasking

Education

Bachelor's Degree with 8 years Customer Service/Call Center experience or equivalent

Tools

Microsoft Word

Microsoft Excel

PowerPoint

MS Project

Outlook

SharePoint

Visio

Job description

Sun Life U.S. is seeking a Customer Service Director to oversee specialty markets, optimize inter-market service delivery and manage co-sourcing partnerships.

You will drive SLAs, develop metrics, and lead a multidisciplinary team across offices with a focus on privacy compliance, hiring, training, and continuous improvement to deliver exceptional member and provider service. You will partner with executive leadership to align strategic goals with operations and actively monitor performance