The board
- Hours
- Full time
- Where
- DQ Milwaukee Bayshore
- Posted
- Sep 22
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.
What you'd do
- Apply advanced workforce management knowledge in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning, including team meetings, supervisor coaching, training, and project work.
- Support operational management of BPO partner relationships by tracking performance metrics, preparing business review materials, and providing supporting analysis.
- Maintain and update workforce capacity models to support routine and ad hoc capacity planning requests across BPO and internal FTE teams.
- Develop and maintain reports to analyze support volume trends, agent productivity, staffing vendor performance, and operational outcomes.
- Translate workforce data into clear, data-informed recommendations for leadership with minimal oversight.
- Partner with leadership on short- and long-term capacity needs, including staffing scenarios for new business launches and tradeoff analysis between internal FTE headcount and BPO scope.
- Identify operational inefficiencies and recommend improvements to key performance metrics, including service level, average handle time, occupancy, adherence, and forecast accuracy.
- Support expansion of workforce management practices across additional Support Services teams.
- Monitor real-time adherence to ensure BPO, outsourcer, and internal agents are available during scheduled phone hours, including breaks, lunches, meetings, and other scheduled activities.
- Forecast contact volume, training sessions, team and project work, paid time off, personal leave, and other factors to determine adequate staffing coverage and consistent customer support levels.
- Starts
- 2026-09-22