Workforce Coordinator

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: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

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 Workforce Coordinator (WFC) monitors real time activity of agents, agent occupancy, real time adherence and forecasting accuracy by interval, and maintaining service level in a fast paced environment. Manage the scheduling of call center activity, team projects, team training, and meetings. Work directly with Supervisors, Managers, VP of Operations and the Training Department to identify and implement a consistent level of service that positions DentaQuest as the customers’ trusted dental insurance provider.

How you will contribute:

• The Workforce Coordinator possesses advanced knowledge in the following key functional areas: call volume real time intra-day forecasting, scheduling, adherence, and all off-phone activity scheduling including but not limited to team meetings, supervisor coaching sessions, training.
• Monitor Real Time Adherence statistics, helping to ensure that BPO/Outsourcer and Internal agents are on the phones during scheduled phone hours, including monitoring breaks/lunches.
• Anticipates contact volume, training sessions, team and project work, vacations, personal leave, and other information to identify adequate coverage and consistent levels of customer assistance.
• Manage and monitor unscheduled and scheduled paid time off (PTO) requests, entering real-time into staffing plans.
• Must possess knowledge of call center workforce management software, call center operations, and call center KPIs in a multi-line of business environment.
• Facilitate efforts to advance the Sun Life/DentaQuest customer experience to remain an expert in oral health.
• Frequent and proactive communication with internal and external resources to track and monitor progress of operations.
• Interacts with internal and external resources to act as a liaison to department/management, and to resolve problems and issues.
• Generate and communicate to appropriate members of management, off phone activity reports, staffing issues, performance measures, and call statistics.
• Develops relationship with, provides aid for, and gains cooperation and commitment to internal and external resources in achieving departmental and overall business objectives.
• Develops reports, maintains spreadsheets and provides administrative assistance in all areas as needed.
• Reports and identifies trends and works with Management to correct problems.
• Maintain a direct partnership with CS Managers, Supervisors, and CSRs to promote an employee friendly environment.
• Make staffing and shift changes as dictated by volumes and call traffic.
• Make staffing and schedule recommendations.
• Perform other duties as assigned.

What you will bring with you:

• Associates degree or equivalent experience.
• 1 year job related experience.
• Strong demonstrated time management skills.
• Strong demonstrated judgment skills.
• Requires ability to exercise creative problem solving techniques.
• Must possess excellent verbal and written communication skills. This includes the ability to communicate effectively, tactfully and courteously.
• Must have strong knowledge of Microsoft Office products including Word, Excel, PowerPoint, Access, and Edge.
• Experience working with multiple groups toward a common goal.
• Self-motivated, enthusiastic, creative and possess analytical problem solving skills.
• Excellent communication skills, as well as top-notch time management abilities.
• Must possess strong organizational skills, including the ability to prioritize work in an efficient manner.
• Must possess the ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and without supervision under minimal supervision, in a fast-paced, customer-focused environment.
• Must have flexible work hours and be available as required by business operations.
• Strong reasoning skills.
• Strong attention to detail and accuracy required.
• Must reflect the goals and philosophy of the company.
• Required to attend additional training as requested/deemed necessary.
• Experience in workforce management preferred, ideally in a contact center environment supporting multiple lines of business within the health and/or dental care industry.
• 2 year of experience with NICE IEX/WFM software and the Cisco phone platform preferred.
• Experience working with business process outsourcers (BPO).

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 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.

Salary Range: $39,300 - 53,100

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 awarded 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.

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 thebrightside@sunlife.com 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.

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