Director, Workforce & BPO Strategy & Analytics

Sun Life

Milwaukee (WI)

Hybrid

USD 115,000 - 172,000

Full time

4 days ago

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Job summary

Sun Life U.S. seeks a Director of Workforce and BPO Management to provide strategic leadership for workforce management, analytics, and external partner governance across Dental Customer Service. You will guide forecasts, schedules, SLA adherence, and budget oversight while aligning contracts with enterprise goals.

This role leads Sr. Managers and cross‑functional teams, shaping technology roadmaps, dashboards, and governance with IT, Legal, Finance, and Procurement to deliver superior customer

Qualifications

Bachelor's degree or equivalent relevant work experience.
10+ years in workforce management or contact center operations with 5+ years in leadership.
Experience with BPO/vendor management and operational analytics.

Responsibilities

Lead Sr. Managers and Managers overseeing BPO and training teams to attract, develop, and retain talent.
Set direction for customer service reporting and analytics to support strategy.
Govern BPO contracts, SLAs, invoicing, and performance management.
Develop leadership dashboards and enterprise-wide governance with IT, Legal, Finance, and Procurement.

Skills

Leadership

Strategic planning

Vendor governance

Analytics

Budget management

Stakeholder management

Education

Bachelor's degree or equivalent relevant work experience

Tools

AWS Connect

NICE WFM

CRM systems

IVR

Chat platforms

Reporting tools

Job description

This role leads Sr. Managers and cross‑functional teams, shaping technology roadmaps, dashboards, and governance with IT, Legal, Finance, and Procurement to deliver superior customer

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