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 recommen