Director, Workforce & BPO Leadership

Sun Life; United States; Hybrid; USD 115,000 - 172,000; Full time

Benefits offered by this job

Vacation time

Sick time off

Paid family leave

Medical coverage

Life insurance

AD&D insurance

Disability programs

Sabbatical program

Job summary

Sun Life U.S. seeks a Director of Workforce and BPO Management to lead enterprise-level workforce management, analytics, and external CS BPO partnerships for Dental Customer Service.

You will forecast, schedule, and analyze performance while aligning contracts, invoices, and technology with enterprise standards. You will manage teams delivering IVR, CRM, and related technologies, driving dashboards, reporting, and governance across internal and outsourced operations to meet service expectations

Qualifications

• 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.
• Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, CRM systems, interactive voice response, chat, call routing, reporting tools, and digital self-service capabilities.

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 strategy and decision-making.
• Establish and drive reporting of metrics, analytics, and performance across internal and outsourced ops.
• Develop leadership dashboards for operations, workforce, vendor, and customer experience performance.
• Oversee workforce planning, staffing models, capacity plans, and forecasting based on trends and priorities.
• Provide Director-level oversight of Customer Service BPOs ensuring alignment with strategy and demand.
• Govern BPO contracts with Legal, Finance, and Procurement on terms and renewals.
• Manage BPO invoices, ensuring accuracy and contractual alignment.
• Lead BPO performance management including SLAs, quality, productivity, and actions.
• Oversee BPO technology requirements, ensuring platforms align with architecture and ops needs.
• Shape customer service tech roadmap with IT for prioritization and vendor integration.
• Lead business case development and ROI analysis for cs tech investments.
• Prepare and manage the department budget and vendor costs.
• Govern SLAs across teams and BPO partners; ensure accountability.
• Develop Knowledge Center to improve access to client and product info.
• Adopt best practices in WFM, CS ops, vendor governance, and tech solutions.
• Promote IVR and digital self-service usage with user-friendly flows.
• Serve as SME on CS apps and ensure deployment and value.
• Maintain cross-department interfaces to assess changes and workload impact.
• Develop process docs for forecasting, resourcing, vendor oversight, and performance methodologies.

Skills

People leadership

Forecasting

Analytics

Budgeting

Leadership experience

Stakeholder management

Communication

Problem solving

Education

Bachelor’s degree

Tools

AWS/Amazon Connect

NICE WFM/QA platforms

CRM systems

Job description

Sun Life U.S. seeks a Director of Workforce and BPO Management to lead enterprise-level workforce management, analytics, and external CS BPO partnerships for Dental Customer Service.

You will forecast, schedule, and analyze performance while aligning contracts, invoices, and technology with enterprise standards. You will manage teams delivering IVR, CRM, and related technologies, driving dashboards, reporting, and governance across internal and outsourced operations to meet service expectations