Director of Workforce, BPO & Service Analytics

Sun Life

Kansas City (MO)

Hybrid

USD 115,000 - 172,000

Full time

4 days ago

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Job summary

Sun Life U.S. is seeking a Director, Workforce and BPO Management to provide strategic leadership for workforce planning, customer service technology, analytics, and external BPO partnerships across Dental Customer Service operations. You will guide forecasting, scheduling, performance analysis, and governance of BPO contracts to meet service and cost objectives.

This role leads Sr. Managers and Managers, builds executive dashboards, drives investment in technology, and partners with IT,

Qualifications

Bachelor's degree or equivalent in a related field or equivalent work experience.
10+ years of progressively responsible experience in workforce management, contact center operations, or customer service analytics.
Strong knowledge of customer service technologies and vendor governance.

Responsibilities

Lead team of Sr. Managers and Managers overseeing BPO and training teams, focusing on talent attraction, engagement, development, and retention.
Set direction for customer service reporting and analytics to support strategy and leadership decisions.
Establish and drive reporting of metrics, analytics, and performance across internal and outsourced operations.
Develop leadership dashboards for visibility into operational and customer experience performance.
Oversee workforce planning including staffing models, capacity plans, and forecasting methodologies.
Provide Director-level oversight of Customer Service BPOs and contract alignment with business needs.
Manage BPO invoice execution and ensure contractual compliance and alignment with delivered services.
Lead BPO performance management, including SLAs, quality, productivity, and corrective actions.
Oversee BPO technology requirements and vendor integrations aligned with architecture and needs.
Shape the customer service technology roadmap with IT collaboration.
Lead business case development and ROI analysis for technology investments.
Prepare and manage department budget and vendor costs.
Govern SLAs across internal and external teams and drive accountability.
Develop and maintain a Knowledge Center for critical information.
Promote best practices in workforce management and customer service operations.
Encourage adoption of IVR and digital self-service technologies.
Serve as a Subject Matter Expert on customer service applications and adoption.
Establish cross-department interfaces to assess impact of changes on workload.
Develop clear process documentation for forecasting, resourcing, and vendor oversight.
Maintain strong relationships with key vendors to ensure platform upgrades and stability.