Workforce Management Analyst, DentaQuest

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.

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.

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 Opportunity:

As a member of the Support Services team, the Workforce Management Analyst supports day-to-day workforce planning and operational execution across internal FTE teams and BPO partners. Reporting to the Senior Manager, Workforce Management, this role maintains workforce capacity models, responds to ad hoc planning requests, analyzes performance trends, and provides data-driven recommendations to help sustain service levels, improve vendor performance, and support a consistent customer experience. The Analyst is responsible for building reports, conducting analysis, translating workforce data into actionable insights for leadership, managing schedules and training activities, and supporting real-time monitoring of agent activity, occupancy, adherence, forecasting accuracy, and service level performance in a fast-paced contact center environment. This position works closely with Supervisors, Managers, Operations leadership, and the Training Department to help deliver a reliable level of service and position DentaQuest as a trusted dental insurance provider.

What you will 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.

• Manage and monitor scheduled and unscheduled paid time off requests and update staffing plans in real time.

• Use workforce management software, call center operations knowledge, and contact center KPIs to support a multi-line-of-business environment.

• Communicate proactively with internal and external partners to track operational progress, resolve issues, and support business objectives.

• Serve as a liaison between department leadership, internal teams, and external partners to support issue resolution and operational alignment.

• Generate and communicate off-phone activity reports, staffing updates, performance measures, and call statistics to appropriate members of management.

• Build effective working relationships with internal and external resources to gain cooperation and support departmental and business objectives.

• Develop reports, maintain spreadsheets, identify trends, and work with management to address operational issues.

• Maintain direct partnerships with Customer Service Managers, Supervisors, and Customer Service Representatives to support an employee-friendly environment.

• Recommend and implement staffing, schedule, and shift changes based on volume trends and call traffic.

• Perform other duties as assigned.

What you will bring with you:

Required:

• Bachelor’s degree and at least 2 years of experience analyzing workforce data and making staffing or scheduling recommendations; or at least 6 years of equivalent experience analyzing workforce data and making staffing or scheduling recommendations.

• Experience using workforce management software, specifically NICE/IEX.

• Ability to apply creative problem-solving techniques to operational challenges.

• Excellent verbal and written communication skills, including the ability to communicate effectively, tactfully, and courteously.

• Strong knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Access, and Edge.

• Experience working cross-functionally with multiple groups toward a common goal.

• Self-motivated, enthusiastic, creative, and analytical, with strong problem-solving skills.

• Excellent interpersonal skills and strong time management abilities.

• Strong organizational skills, including the ability to prioritize work efficiently.

• Ability to take initiative and manage multiple tasks simultaneously while working efficiently, effectively, and independently with minimal supervision in a fast-paced, customer-focused environment.

• Flexibility to work varied hours and be available as required by business operations.

• Strong analytical skills.

• Strong attention to detail and accuracy.

• Ability to reflect and support the goals and philosophy of the company.

• Ability to attend additional training as requested or deemed necessary.

• Ability to work 7 am - 7 pm CST (and occasional off hours including weekends)

Preferred:

• Experience developing, maintaining, and improving workforce forecasting models, including capacity models and forecasting methodologies.

• Familiarity with AI-enabled tools or applications in customer support environments, including their impact on staffing, forecasting, and capacity planning.

• Experience working in a high-growth or rapidly changing operational environment.

• Advanced Excel proficiency, including pivot tables, VLOOKUP, and macros.Experience developing executive-level reporting dashboards and presenting data-driven insights to senior leadership.

• Experience with AWS.

• Ability to travel as needed based on business requirements.

Salary:

Salary Range: $53,800 - $80,700

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

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. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations 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 thebrightside@sunlife.com to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

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.

Job Category: Customer Service / Operations

Posting End Date: 29/10/2026