Director, Workforce & BPO Management, DentaQuest

Sun Life Financial; United States; On-site; USD 115,000 - 172,000; Full time

Benefits offered by this job

Generous vacation and sick time

Market-leading paid family, parental,

Adoption leave

Medical coverage

Company paid life and AD&D insurance

Disability programs

Partially paid sabbatical

Job summary

Sun Life U.S. leads with strategic oversight of workforce management, customer service technology, analytics, and BPO partnerships supporting Dental Customer Service operations.

The Director drives forecasting, scheduling, performance analysis, and governance of external BPOs, aligning contracts and technology with enterprise standards. The role manages teams delivering exceptional customer support across IVR, CRM, and related tech, shaping the service roadmap and budget while ensuring

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 10+ years in workforce management, contact center operations, or related fields with 5+ years in leadership.
• Experience governing BPO/vendor relationships and contract management.

Responsibilities

• Lead Sr. Managers and Managers overseeing BPO and training teams; attract, engage, develop, retain talent.
• Set direction for customer service reporting and analytics to support operational strategy.
• Establish and drive reporting of metrics and performance across internal and outsourced operations.
• Oversee workforce planning, staffing models, capacity plans, and forecasting methodologies.
• Govern BPO contracts, SLA management, invoices, and vendor performance.

Skills

Workforce management

BPO governance

Vendor management

Data analytics

Leadership

Education

Bachelor’s degree or equivalent

Tools

AWS/Amazon Connect

NICE platforms

CRM systems

IVR / digital self-service

Job description

Job Description

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

The Opportunity

The Director, Workforce and BPO Management provides strategic leadership and enterprise-level oversight for workforce management, customer service technology, analytics, and Business Process Outsourcing partnerships supporting Dental Customer Service operations. This Director is responsible for leading teams and governance processes that monitor, track, and produce effective call center forecasts, schedules, and performance analysis, as well as ensuring strong operational governance of external Customer Service BPOs. Oversight includes alignment of BPO contracts to evolving business needs, invoice execution and validation, performance management, and ensuring BPO technology requirements align with enterprise standards and operational objectives. This role makes decisions that influence service performance, workforce investment, vendor outcomes, technology adoption, customer experience, and operating costs across Dental Operations. The role manages teams delivering exceptional customer support to Customer Service Managers supporting IVR, Workforce Management, Chat, CRM, and related technologies.

What you will do

• Lead team of Sr. Managers and Managers who oversee the BPO and training teams; responsible for attracting, engaging, developing, and retaining talent.
• Set direction for the Customer Service reporting and analytics function, ensuring reporting capabilities, insights, and analytics support operational strategy and leadership decision-making.
• Establish and drive the reporting of metrics, analytics, and performance reporting on customer service activity across internal and outsourced operations.
• Drive the development, maintenance, and continuous improvement of leadership dashboards that provide visibility into 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, ensuring alignment with business strategy, service expectations, and operational demand.
• Govern BPO contract alignment to business needs, including collaboration with Legal, Finance, and Procurement on contract terms, amendments, and renewals.
• Manage and approve BPO invoice execution, ensuring accuracy, compliance with contractual terms, and alignment with delivered services and performance outcomes.
• Lead BPO performance management, including service level adherence, quality outcomes, productivity, staffing efficiency, and corrective action planning as needed.
• Oversee BPO technology requirements, ensuring vendor platforms, integrations, reporting, and security standards align with enterprise technology 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 to prioritize implementation, optimization, and vendor integration.
• Lead business case development and ROI analysis for customer service technology investments, ensuring recommendations are aligned to operational priorities, financial expectations, and enterprise standards.
• 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 to improve access to critical client, product, and operational information.
• Establish and sponsor adoption of best practices in workforce management, customer service operations, vendor governance, and customer service technology solutions.
• Promote effective utilization of IVR and digital self‑service technologies through intuitive design and customer‑friendly call flows.
• Serve as a Subject Matter Expert on customer service applications and ensure successful deployment and adoption. operational readiness, and measurable business value.
• Establish and maintain cross‑departmental interfaces to assess business changes and their impact on call center workload and vendor demand.
• Develop and communicate clear process documentation supporting forecasting, resourcing, vendor oversight, and performance management methodologies.
• Establish and maintain strong working relationships with key operating vendors to ensure platforms are upgraded, stable, and aligned with business needs.

What you will bring with you

• 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, including 5+ years of people leadership experience leading managers, senior professionals, or large cross-functional teams.
• Financial acumen, including budget planning, cost management, return on investment analysis, and business case development.
• Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, customer relationship management systems, interactive voice response, chat, call routing, reporting tools, and digital self-service capabilities.
• Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management functions 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.
• Strong knowledge of customer service technologies, including Workforce Management platforms, CRM, IVR, chat, call routing, reporting tools, and digital self-service capabilities.
• 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.
• Strong financial acumen, including budget planning, cost management, ROI analysis, and business case development.
• Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability.
• Strong change leadership skills with 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 the ability to present recommendations to senior leaders.

Salary

Salary: Salary Range: $114,600 - $171,900 At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth.

We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [e-mail] to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Category: Customer Service / Operations Posting End Date: 22/10/2026

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people.

As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. At Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn.

At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers