Director, Workforce & BPO Strategy

DentaQuest; Kansas City (MO); Hybrid; USD 115,000 - 172,000; Full time

Job summary

Sun Life — a leader in customer service excellence — is seeking a Director of Workforce and BPO Management to oversee workforce planning, analytics, and external BPO partnerships within Dental Customer Service operations. The role drives forecasting, scheduling, and performance insights across internal and outsourced teams.

You will lead managers, govern vendor relationships, and shape the technology roadmap for CRM, IVR, and self-service platforms, while aligning budgets and governance with

Qualifications

• Bachelor's degree or equivalent relevant work experience.
• 10+ years in WFM, contact center ops, or related fields.
• 5+ years of people leadership experience.
• Strong financial acumen and ROI analysis.

Responsibilities

• Lead Sr. Managers and Managers who oversee BPO and training teams.
• Set direction for reporting and analytics to support operational strategy.
• Establish and drive metrics, analytics, and performance reporting across internal and outsourced operations.
• Develop leadership dashboards for insights into operational and vendor performance.

Skills

Workforce management

Call center operations

Vendor management

Operational analytics

People leadership

Education

Bachelor’s degree or equivalent relevant work experience

Tools

AWS/Amazon Connect

NICE WFM & Quality

CRM systems

IVR & self-service

Reporting tools

Job description

Sun Life — a leader in customer service excellence — is seeking a Director of Workforce and BPO Management to oversee workforce planning, analytics, and external BPO partnerships within Dental Customer Service operations. The role drives forecasting, scheduling, and performance insights across internal and outsourced teams.

You will lead managers, govern vendor relationships, and shape the technology roadmap for CRM, IVR, and self-service platforms, while aligning budgets and governance with