Director, Workforce & BPO Management

Job Description

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

The Director, Workforce and BPO Management provides strategic leadership and enterprise-level oversight for workforce management, customer service technology, analytics, and Business Process Outsourcing partnerships supporting Dental Customer Service operations.

This Director is responsible for leading teams and governance processes that monitor, track, and produce effective call center forecasts, schedules, and performance analysis, as well as ensuring strong operational governance of external Customer Service BPOs. Oversight includes alignment of BPO contracts to evolving business needs, invoice execution and validation, performance management, and ensuring BPO technology requirements align with enterprise standards and operational objectives.

This role makes decisions that influence service performance, workforce investment, vendor outcomes, technology adoption, customer experience, and operating costs across Dental Operations.

The role manages teams delivering exceptional customer support to Customer Service Managers supporting IVR, Workforce Management, Chat, CRM, and related technologies. Responsibilities include establishing and managing processes, generating operational reporting, and leading the design and implementation of dashboards, knowledge centers, and technical capabilities. This Director partners closely with Information Technology, Finance, Legal, Procurement, and Customer Service leadership to ensure alignment with technology solutions, vendor performance, and budgetary guidelines.

Through an integrated approach to operational, technical, vendor, and resource management, the Director drives superior customer service outcomes that meet or exceed member, customer, and provider expectations and align with corporate goals.

• Lead team of Sr. Managers and Managers who oversee the BPO and training teams; responsible for attracting, engaging, developing, and retaining talent.
• Set direction for the Customer Service reporting and analytics function, ensuring reporting capabilities, insights, and analytics support operational strategy and leadership decision-making
• Establish and drive the reporting of metrics, analytics, and performance reporting on customer service activity across internal and outsourced operations.
• Drive the development, maintenance, and continuous improvement of leadership dashboards that provide visibility into operational, workforce, vendor, and customer experience performance
• Oversee workforce planning strategy, including staffing models, capacity plans, and forecasting methodologies based on activity trends, seasonality, membership projections, and business priorities.
• Provide Director‑level oversight of Customer Service BPOs, ensuring alignment with business strategy, service expectations, and operational demand.
• Govern BPO contract alignment to business needs, including collaboration with Legal, Finance, and Procurement on contract terms, amendments, and renewals.
• Manage and approve BPO invoice execution, ensuring accuracy, compliance with contractual terms, and alignment with delivered services and performance outcomes.
• Lead BPO performance management, including service level adherence, quality outcomes, productivity, staffing efficiency, and corrective action planning as needed.
• Oversee BPO technology requirements, ensuring vendor platforms, integrations, reporting, and security standards align with enterprise technology architecture and operational needs.
• Shape the…