Director, Workforce & BPO Strategy & Analytics

Sun Life Financial; United States; On-site; USD 115,000 - 172,000; Full time

Benefits offered by this job

Generous vacation and sick time

Market-leading paid family, parental,

Adoption leave

Medical coverage

Company paid life and AD&D insurance

Disability programs

Partially paid sabbatical

Job summary

Sun Life U.S. leads with strategic oversight of workforce management, customer service technology, analytics, and BPO partnerships supporting Dental Customer Service operations.

The Director drives forecasting, scheduling, performance analysis, and governance of external BPOs, aligning contracts and technology with enterprise standards. The role manages teams delivering exceptional customer support across IVR, CRM, and related tech, shaping the service roadmap and budget while ensuring

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 10+ years in workforce management, contact center operations, or related fields with 5+ years in leadership.
• Experience governing BPO/vendor relationships and contract management.

Responsibilities

• Lead Sr. Managers and Managers overseeing BPO and training teams; attract, engage, develop, retain talent.
• Set direction for customer service reporting and analytics to support operational strategy.
• Establish and drive reporting of metrics and performance across internal and outsourced operations.
• Oversee workforce planning, staffing models, capacity plans, and forecasting methodologies.
• Govern BPO contracts, SLA management, invoices, and vendor performance.

Skills

Workforce management

BPO governance

Vendor management

Data analytics

Leadership

Education

Bachelor’s degree or equivalent

Tools

AWS/Amazon Connect

NICE platforms

CRM systems

IVR / digital self-service

Job description

Sun Life U.S. leads with strategic oversight of workforce management, customer service technology, analytics, and BPO partnerships supporting Dental Customer Service operations.

The Director drives forecasting, scheduling, performance analysis, and governance of external BPOs, aligning contracts and technology with enterprise standards. The role manages teams delivering exceptional customer support across IVR, CRM, and related tech, shaping the service roadmap and budget while ensuring