Director, Workforce & BPO Strategy

Sun Life Financial; Milwaukee (WI); On-site; USD 115,000 - 172,000; Full time

Benefits offered by this job

401(k) employer match

Stock options

Flexible, inclusive environment

Job summary

Sun Life U.S. is seeking a Director of Workforce and BPO Management to lead WFM, analytics, and external BPO partnerships supporting Dental Customer Service operations. You will guide forecasting, schedules, and performance analysis while aligning BPO contracts to business needs and ensuring strong governance.

The role manages teams delivering customer support for IVR, CRM, and related technologies, shaping the technology roadmap and delivering measurable business value.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 10+ years in workforce management, contact center operations, customer service operations, or related fields, including 5+ years of people leadership.
• Strong financial acumen including budget planning, cost management, ROI analysis, and business cases.

Responsibilities

• Lead Sr. Managers and Managers overseeing BPO and training teams.
• Set direction for customer service reporting and analytics to support strategy.
• Oversee KPI reporting across internal and outsourced operations.
• Develop leadership dashboards and governance for vendor performance.
• Manage workforce planning, staffing models, capacity, and forecasting.
• Govern BPO contracts with Legal, Finance, and Procurement.

Skills

Leadership

WFM forecasting

Vendor governance

Executive dashboards

Budgeting

Education

Bachelor’s degree or equivalent

Tools

AWS/Amazon Connect

NICE WFM

CRM systems

IVR / digital self‑service

Job description

Sun Life U.S. is seeking a Director of Workforce and BPO Management to lead WFM, analytics, and external BPO partnerships supporting Dental Customer Service operations. You will guide forecasting, schedules, and performance analysis while aligning BPO contracts to business needs and ensuring strong governance.

The role manages teams delivering customer support for IVR, CRM, and related technologies, shaping the technology roadmap and delivering measurable business value.