You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

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.

Location: We support US flexible working arrangements in the contiguous 48 states.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

The Customer Service Manager, BPO position focuses on leveraging co-sourcing partnerships to meet service level expectations and manage the performance of co-sourcing vendors through an integrated process of operational, quality, and resource management.  This Manager is responsible for delivering superior call center performance that meets or exceeds member, customer, and provider expectations and is consistent with corporate goals, ensuring that DentaQuest customer service functions are seen as a differentiator in the marketplace.

This position meets departmental goals by guiding and directing the activities of co-sourced teams; ensuring that appropriate development, training, and performance management of these resources takes place.

How you will contribute: 

• Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership, directing activities of the customer service staff, and proactively communicating issues which may prevent accomplishment of departmental goals to management.
• Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate.
• Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance.
• Develop action planning for performance improvement by analyzing monthly reports and other observed trends.
• Organize and track key information and documents.
• Work with other departments to ensure queues times are met.
• Perform call center functions (answer calls) as part of supervisory duties.
• Develop innovative ways to motivate the staff.
• Foster an environment of teamwork by participating in and leading teambuilding activities.
• Provide customer center workflow and quality improvement.
• Resolve issues in accordance with DentaQuest's internal policies, client contracts, and state and federal regulations.
• Prepare reports and conduct data analysis for client meetings and presentations.
• Identify and create efficiencies.
• Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc).
• Other duties as assigned.

What you will bring with you:

• 3 years’ experience managing or working in a leadership capacity with a co-sourcing vendor (BPO) strongly preferred.
• Bachelor's degree with 5 years’ Customer Service/Call Center experience or equivalent.
• 3 years’ experience within healthcare or dentalcare preferred.
• Working knowledge of call center and operation metrics and reporting tools, scheduling, and staffing tools and quality control/call monitoring processes.
• Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio preferred.
• Strong project management skills and techniques.
• General knowledge of Internet and Intranet.
• Must have strong interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to changing conditions
• Excellent analytical and problem-solving skills.
• Ability to present to professionals -- clients, colleagues, senior leaders.
• Excellent math capabilities: including the ability to analyze and organize data.
• Strong attention to detail.
• Ability to make appropriate decisions.
• Excellent organizational skills.
• Excellent communication skills written, verbal and interpersonal.
• Ability to work well with others at all levels of the organization.
• Ability to work under pressure.
• Ability to identify and escalate critical conditions.
• Strong aptitude for learning new technology applications.

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you. 
  

Not ready to apply yet but want to stay in touch?  Join our talent community (https://pages.beamery.com/sunlifecareers/page/join-us-canada) to stay connected until the time is right for you! 

Life is brighter when you work at Sun Life 

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account  
• A flexible work environment with a friendly, caring, collaborative and inclusive culture  
• Great Place to Work® Certified in Canada and the U.S.  
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 

  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

If you are a California resident, the salary range for this position is: 

• Southern region: $49.200 - 73,800 annually  
• Central region: $51,800 - 77,700 annually  
• Northern region: $55,400 - 83,100 annually 

If you are a Colorado or Nevada resident, the salary range for this position is $47,000 - 70,500 annually.
If you are a Connecticut or Maryland resident, the salary range for this position is $49.200 - 73,800annually
If you are Washington or Rhode Island resident, the salary range for this position is $51,800 - 77,700 annually  
If you are a New York resident, the salary range for this position is $55,400 - 83,100 annually  

We consider various factors in determining actual pay including your skills, qualifications, and experience.  In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

 
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

 
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs. 
 

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Call Centre

10/10/2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran