Director, Workforce & BPO Strategy & Operations

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

Job summary

Sun Life U.S. is seeking a Director of Workforce and BPO Management to provide strategic leadership for workforce forecasting, CS technology, and outsourced partnerships supporting Dental Customer Service operations.

You will manage teams, govern contracts, and deliver dashboards that inform leadership decisions. The role requires 10+ years in workforce management and a track record of leading managers, with strong budgeting, analytics, and cross‑functional collaboration across IT, Finance,

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 10+ years in workforce management, contact center ops, CRM, or vendor management, with 5+ years in leadership.
• Strong budgeting, cost management, ROI analysis, and business case development.
• Deep knowledge of customer service tech: AWS Connect, NICE, CRM, IVR, chat, and digital self-service.

Responsibilities

• Lead Sr. Managers and Managers overseeing BPO and training teams.
• Set direction for CS reporting, analytics, and operational strategy.
• Govern BPO contracts, SLAs, invoices, and performance outcomes.
• Develop executive dashboards and cross-functional governance with IT, Finance, Legal, and Procurement.
• Oversee staffing, forecasting, budgeting, and capacity planning for demand.
• Drive adoption of customer service technologies and digital self-service.

Skills

Workforce management

Leadership

Vendor management

Dashboard analytics

Budgeting & ROI

Executive communication

Customer service tech

Education

Bachelor's degree or equivalent

Tools

AWS/Amazon Connect

NICE WFM/Quality

CRM systems

IVR / digital self-service

Job description

Sun Life U.S. is seeking a Director of Workforce and BPO Management to provide strategic leadership for workforce forecasting, CS technology, and outsourced partnerships supporting Dental Customer Service operations.

You will manage teams, govern contracts, and deliver dashboards that inform leadership decisions. The role requires 10+ years in workforce management and a track record of leading managers, with strong budgeting, analytics, and cross‑functional collaboration across IT, Finance,