Director, Workforce & BPO Management, DentaQuest

We need to output HTML fragment with sections: About the role? Actually the posting includes description about company, but we should not repeat job title. Use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We have content: company overview (Sun Life U.S. description) maybe "About the role" or "About the company"? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use About the role (maybe includes overview). Responsibilities: list of duties (What you will do). Requirements/Qualifications: "What you will bring with you" includes education, experience, etc. Skills: maybe separate but could combine. Benefits: there is a benefits paragraph later. Pay: salary range given. Schedule: hybrid work model mentioned (in-office at least 2 days per week). So we can include Schedule. We must not include boilerplate like EEO, accommodation, etc. Remove duplicated lines. Also remove navigation, cookie, legal, etc. Also remove "Visit our website..." etc. We need to preserve all substantive information. So include company overview? Might be part of About the role. Could also have a separate "About Sun Life" but not in allowed headings. Probably include in About the role. We need to use

• for any list of duties/requirements/benefits. So responsibilities list as ul. Requirements as ul maybe split into education/experience etc. Benefits as ul. Pay: we can put in

  maybe with salary range. Schedule: also

  . We must not repeat job title as heading. No Job ID. Let's extract content. Company overview paragraph: "Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities." We can keep but remove the "Visit our website..." maybe considered boilerplate? It's a call to action but not prohibited. Might keep? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "Visit our website..." is not those, but could be considered promotional. Probably okay to keep. DentaQuest description: "DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all." This is also company info; could be part of About the role. Job Description: includes hybrid work model etc. We'll capture schedule. The Opportunity paragraph: description of role. What you will do: list of responsibilities (many bullet-like sentences). We'll turn each sentence into

• . What you will bring with you: list of requirements. Preferred Skills: also list but could be merged into Requirements or Skills. We'll treat as Skills. Benefits: later paragraph: "At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row." We'll extract benefits list. Pay: Salary range: $114,600 - $171,900 plus discretionary annual incentive award. We'll include. Schedule: hybrid work model: expected to be present in office at least 2 days per week. We must not include boilerplate like "We are committed to pay transparency and equity..." maybe that's okay but could be considered boilerplate? It's about pay transparency; might be considered legal? Probably safe to keep? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Pay transparency statement might be legal but not explicitly prohibited. Safer to keep? Might be considered boilerplate. I'd keep minimal. We must not invent or summarize away detail. Keep all specifics. Now produce HTML. Structure:

  About the role

  ... company overview ...

  Responsibilities

  • 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
  ... etc each sentence. We need to split the "What you will do:" block into separate items. Let's list them: - 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 customer service technology roadmap by evaluating Workforce Management, CRM, IVR, chat, and call center platforms, and partnering with IT to prioritize implementation, optimization, and vendor integration. - Lead business case development and ROI analysis for customer service technology investments, ensuring recommendations are aligned to operational priorities, financial expectations, and enterprise standards. - Prepare and manage the department budget, including internal resources and outsourced service costs. - Govern service level agreements across internal teams and external BPO partners, ensuring accountability for performance, quality, productivity, and corrective action. - Develop and maintain a Knowledge Center to improve access to critical client, product, and operational information. - Establish and sponsor adoption of best practices in workforce management, customer service operations, vendor governance, and customer service technology solutions. - Promote effective utilization of IVR and digital self‑service technologies through intuitive design and customer‑friendly call flows. - Serve as a Subject Matter Expert on customer service applications and ensure successful deployment and adoption. operational readiness, and measurable business value. - Establish and maintain cross‑departmental interfaces to assess business changes and their impact on call center workload and vendor demand. - Develop and communicate clear process documentation supporting forecasting, resourcing, vendor oversight, and performance management methodologies. - Establish and maintain strong working relationships with key operating vendors to ensure platforms are upgraded, stable, and aligned with business needs. Note some sentences have odd phrasing; keep as is. Now Requirements: "What you will bring with you:" block: - Bachelor’s degree or equivalent relevant work experience - 10+ years of progressively responsible experience in workforce management, contact center operations, customer service operations, BPO/vendor management, operational analytics, or customer service technology, including 5+ years of people leadership experience leading managers, senior professionals, or large cross-functional teams - Financial acumen, including budget planning, cost management, return on investment analysis, and business case development. - Strong knowledge of customer service technologies, including AWS/Amazon Connect, NICE workforce management and quality platforms, customer relationship management systems, interactive voice response, chat, call routing, reporting tools, and digital self-service capabilities. We could also include Preferred Skills as separate Skills section. Preferred Skills bullet list: - Experience leading workforce management, capacity planning, forecasting, scheduling, and performance management functions in a high-volume customer service or contact center environment. - Demonstrated experience governing BPO/vendor relationships, including contract alignment, SLA management, invoice validation, performance oversight, and corrective action planning. - Strong knowledge of customer service technologies, including Workforce Management platforms, CRM, IVR, chat, call routing, reporting tools, and digital self-service capabilities. - Ability to develop executive-level dashboards, operational insights, and performance reporting to support business decisions. - Experience partnering with IT, Finance, Legal, Procurement, and business leaders to deliver technology, vendor, and operational priorities. - Strong financial acumen, including budget planning, cost management, ROI analysis, and business case development. - Proven ability to lead managers and professional teams, develop talent, build capability, and drive accountability. - Strong change leadership skills with experience implementing technology, process, vendor, or operating model changes. - Ability to translate business strategy into operational plans, workforce strategies, vendor governance practices, and measurable outcomes. - Excellent communication, influencing, and stakeholder management skills, including the ability to present recommendations to senior leaders. We could combine Requirements and Skills but better separate: Requirements (education/experience) and Skills (preferred). Use headings Requirements and Skills. Benefits: list items: - generous vacation and sick time - market-leading paid family, parental and adoption leave - medical coverage - company paid life and AD&D insurance - disability programs - partially paid sabbatical program - 401(k) employer match - stock purchase options - employer-funded retirement account - flexible, inclusive and collaborative work environment that supports career growth - recognition as top employer (Great Place to Work® Certified in Canada and the U.S., recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row) We'll make each as
  • . Pay: we can put

    Salary range: $114,600 - $171,900. Eligible for discretionary annual incentive award based on individual and business performance.

    Schedule:

    Hybrid work model: expected to be in the office at least 2 days per week.

    Now ensure we don't include duplicated lines. Also remove any mention of "Visit our website to discover how Sun Life is making life brighter..." maybe keep but it's not a list; it's okay. We also need to remove the DentaQuest description? It's substantive about company; could be part of About the role. Keep. Now produce HTML. Check for any