Director, Workforce & BPO Management, DentaQuest
Core
Strategic leadership for workforce management, customer service technology, analytics, and Business Process Outsourcing (BPO) partnerships supporting Dental Customer Service operations.
Role type
Director, Workforce & BPO Management
Builds
Customer service operations, vendor governance, and technology roadmaps for dental benefits
Domain
Healthcare / Dental Benefits / BPO Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Workforce management, BPO/vendor management, operational analytics, budget planning, ROI analysis, contract governance, technology roadmap planning, team leadership
Preferred skills
High-volume contact center leadership, capacity planning, forecasting, scheduling, performance management
Technologies
AWS/Amazon Connect, NICE workforce management, CRM, IVR, chat, call routing, reporting tools
Responsibilities
Lead teams overseeing BPO and training; set direction for reporting and analytics; drive performance reporting and dashboard development; oversee workforce planning and forecasting; govern BPO contracts and invoice execution; lead BPO performance management; shape customer service technology roadmap; manage department budget; develop business cases for technology investments.
Seniority
Director, enterprise-level oversight
