Director, Workforce & BPO Strategy

DentaQuest; Milwaukee (WI); Hybrid; USD 115,000 - 172,000; Full time

Job summary

Sun Life embraces a hybrid work model balancing in‑office collaboration with virtual work. The Director, Workforce and BPO Management leads enterprise workforce, analytics, and external partner governance for Dental Customer Service, shaping strategies and budgets to improve service, efficiency, and cost control.

The role manages teams delivering customer support across IVR, WFM, chat, CRM, and related tech, partnering with IT, Finance, Legal, Procurement, and leadership to align technology and

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 10+ years in workforce management, contact center ops, or customer service analytics with 5+ years in leadership.
• Financial acumen including budget planning, cost management, ROI analysis, and business case development.
• Strong knowledge of customer service technologies including AWS/Amazon Connect, NICE WFM/QA, CRM, IVR, chat, and digital self‑service.

Responsibilities

• Lead Sr. Managers and Managers overseeing BPO and training teams.
• Set direction for reporting and analytics to support strategy and decisions.
• Drive metrics, analytics, and performance reporting across internal and outsourced operations.
• Develop and maintain executive dashboards for operational, workforce, vendor, and customer experience performance.
• Oversee workforce planning including staffing models and forecasting methodologies.
• Provide director-level oversight of Customer Service BPOs and contract alignment.
• Govern BPO contracts with Legal, Finance, and Procurement on terms and renewals.
• Manage BPO invoicing for accuracy and contractual alignment.
• Lead BPO performance management including SLAs and quality outcomes.
• Oversee BPO technology requirements and vendor platforms with IT alignment.
• Shape the customer service tech roadmap across WFM, CRM, IVR, chat, and call center platforms.
• Lead business case development and ROI analysis for technology investments.
• Prepare and manage department budget and resource costs.
• Govern SLAs and ensure accountability for performance and improvements.
• Develop and maintain a Knowledge Center for critical information.
• Promote best practices in WFM, customer operations, vendor governance, and tech.
• Encourage IVR and self-service adoption through user-friendly flows.
• Serve as SME on customer service apps and ensure successful deployment.
• Maintain cross‑department interfaces to assess workload and vendor demand.
• Develop clear process docs for forecasting, resourcing, vendor oversight, and performance methodologies.
• Maintain strong relationships with key vendors to ensure platform upgrades align with needs.

Skills

Workforce management

Contact center operations

Customer service operations

BPO/vendor management

Operational analytics

Customer service technology

People leadership

Budget planning

Cost management

ROI analysis

CRM systems

IVR

Chat

Call routing

Reporting tools

Digital self-service

AWS/Amazon Connect

NICE workforce management

Education

Bachelor’s degree or equivalent

Tools

AWS/Amazon Connect

NICE WFM/QA platforms

CRM systems

IVR

Chat

Call routing

Reporting tools

Digital self-service

Job description

Sun Life embraces a hybrid work model balancing in‑office collaboration with virtual work. The Director, Workforce and BPO Management leads enterprise workforce, analytics, and external partner governance for Dental Customer Service, shaping strategies and budgets to improve service, efficiency, and cost control.

The role manages teams delivering customer support across IVR, WFM, chat, CRM, and related tech, partnering with IT, Finance, Legal, Procurement, and leadership to align technology and