Director, Workforce & BPO Management, DentaQuest

About the role

DentaQuest manages dental and vision benefits for more than 33 million Americans, delivering outcomes‑based, cost‑effective solutions for Medicaid, CHIP, Medicare Advantage, businesses, and individuals. The Director, Workforce and BPO Management provides strategic leadership and enterprise‑level oversight for workforce management, customer‑service technology, analytics, and Business Process Outsourcing (BPO) partnerships supporting Dental Customer Service operations. This position follows Sun Life’s hybrid work model, requiring presence in the office at least two days per week.

Responsibilities

• Lead a team of senior managers and managers overseeing BPO and training functions; attract, engage, develop, and retain talent.
• Set direction for the Customer Service reporting and analytics function, ensuring insights support operational strategy and leadership decision‑making.
• Establish and drive reporting of metrics, analytics, and performance on customer‑service activity across internal and outsourced operations.
• Develop, maintain, and continuously improve 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, collaborating with Legal, Finance, and Procurement on terms, amendments, and renewals.
• Manage and approve BPO invoice execution, ensuring accuracy, contractual compliance, 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.
• Oversee BPO technology requirements, ensuring vendor platforms, integrations, reporting, and security standards align with enterprise 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 technology investments, aligning recommendations with operational priorities, financial expectations, and enterprise standards.
• Prepare and manage the department budget, covering 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 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, ensuring successful deployment, 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.
• Maintain strong working relationships with key operating vendors to ensure platforms are upgraded, stable, and aligned with business needs.

Requirements

• 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.
• 5 + years of people‑leadership experience managing managers, senior professionals, or large cross‑functional teams.
• Financial acumen, including budget planning, cost management, ROI analysis, and business‑case development.
• Strong knowledge of customer‑service technologies such as AWS/Amazon Connect, NICE workforce‑management and quality platforms, CRM systems, IVR, chat, call routing, reporting tools, and digital self‑service capabilities.
• Experience leading workforce‑management, capacity‑planning, forecasting, scheduling, and performance‑management functions in a high‑volume contact‑center environment.
• Demonstrated experience governing BPO/vendor relationships, including contract alignment, SLA management, invoice validation, performance oversight, and corrective‑action planning.
• Ability to develop executive‑level dashboards, operational insights, and performance reporting to support business decisions.
• Proven track record partnering with IT, Finance, Legal, Procurement, and business leaders to deliver technology, vendor, and operational priorities.
• Excellent communication, influencing, and stakeholder‑management skills, with the ability to present recommendations to senior leaders.
• Strong change‑leadership skills and 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.

Skills

• Workforce‑management platforms (e.g., NICE)
• Customer relationship management (CRM) systems
• Interactive voice response (IVR) and call‑routing technologies
• Chat and digital self‑service solutions
• Reporting and analytics tools
• Amazon Web Services (AWS) / Amazon Connect
• Budgeting, cost‑control, and ROI analysis
• Executive‑level dashboard design and data visualization
• Vendor contract negotiation and SLA governance
• Cross‑functional stakeholder collaboration

Pay

Salary Range: $114,600 – $171,900. The role is eligible for a discretionary annual incentive award based on individual performance and overall business performance.