Senior Manager, Customer Service (DentaQuest)

Job Description

: Location: 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: Leads and oversees customer service operations for assigned Government and strategic contact center functions, ensuring effective delivery of member, provider, client, and internal support services. Provides leadership for frontline production teams and managers, monitors operational performance against service level and contractual expectations, and drives continuous improvement in quality, accuracy, call routing, knowledge management, and customer experience. Serves as a key operational liaison across Workforce Management, Learning and Development, Quality Assurance, Client Engagement, Information Technology, vendor partners, and business leadership to support service delivery,...