Director, Workforce & BPO Strategy

Sun Life; Wellesley (MA); Hybrid; USD 115,000 - 172,000; Full time

Job summary

Sun Life U.S. embraces a hybrid work model balancing in-office collaboration with virtual work. Our team members are expected to be present in the office at least 2 days per week.

The Director, Workforce and BPO Management provides strategic leadership for workforce management, analytics, and external BPO partnerships supporting Dental Customer Service operations. You’ll guide forecasting, governance, dashboards, and vendor relationships to optimize service and costs.

Qualifications

• Bachelor's degree or equivalent relevant work experience.
• 10+ years in workforce management, contact center operations, analytics, or related fields.
• 5+ years in people leadership leading managers or large cross-functional teams.
• Strong budgeting and financial analysis skills.

Responsibilities

• Lead Sr. Managers and Managers who oversee BPO and training teams.
• Set direction for Customer Service reporting and analytics to support strategy.
• Drive reporting of metrics, analytics, and performance across ops.
• Develop leadership dashboards for ops, workforce, vendor, and CX.
• Oversee workforce planning: staffing, capacity, forecasting methodologies.
• Provide Director-level oversight of Customer Service BPOs and contracts.
• Govern BPO contracts with Legal, Finance, and Procurement on terms.
• Manage BPO invoices, ensuring accuracy and contractual alignment.
• Lead BPO performance management including SLAs and quality outcomes.
• Oversee BPO technology requirements and vendor platforms.
• Shape the customer service tech roadmap with IT and vendors.
• Lead business case development and ROI for tech investments.
• Prepare and manage the department budget.
• Govern SLAs and ensure accountability across internal/external teams.
• Develop and maintain a Knowledge Center.
• Adopt best practices in WFM, ops, vendor governance, and tech solutions.
• Promote IVR and digital self-service through intuitive flows.
• Serve as SME on customer service apps and ensure deployment value.
• Maintain cross-department interfaces for workload changes.
• Develop process docs for forecasting, resourcing, and governance.
• Maintain relationships with key vendors for platform upgrades.

Skills

Leadership

Forecasting

Analytics

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. embraces a hybrid work model balancing in-office collaboration with virtual work. Our team members are expected to be present in the office at least 2 days per week.

The Director, Workforce and BPO Management provides strategic leadership for workforce management, analytics, and external BPO partnerships supporting Dental Customer Service operations. You’ll guide forecasting, governance, dashboards, and vendor relationships to optimize service and costs.