Center of Excellence, Contact Center Manager, Shared Services

Job ID: 527584

CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America.

Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

Job Summary

We are seeking an experienced and dynamic AMAT SSC Contact Center Manager to lead and inspire our Center of Excellence team in the Shared Services center.

The Contact Center Manager will be a key player within the large integration project of North American regions into the Shared Services as well as the implementation of an efficient communication and service delivery platform.

This role involves managing issue resolution, business support, and administrative activities while driving process improvement and operational efficiency.

The ideal candidate will have a strong background in service delivery within a shared services center, excellent leadership skills, and a commitment to delivering outstanding customer service.

Location

Hybrid 3 days in office.

100% in office during transition.

What Shared Service Does

A Shared Services Center (SSC) centralizes critical business processes, streamlining operations, reducing costs, and delivering consistent quality.

By consolidating areas such as finance, procurement, payroll, and reporting, SSC eliminates duplication, frees time for strategic priorities, and fosters efficiency.

SSC's primary functions include:



* O2C (Order-to-Cash): Manages the customer journey from order to payment, driving smoother revenue processes.


* R2R (Record-to-Report): Enables robust financial reporting and accounting.


* P2P (Procure-to-Pay): Ensures timely vendor payments and strong supplier relationships.

Manages the Travel and Expense program.


* Center of Excellence: Drives innovation and continuous improvement.


* Payroll (Hire-to-Retire): Ensures accurate, compliant employee payments.

Shared Services enables companies to focus on growth and strategic goals while maintaining operational excellence.

Key Responsibilities



* Champion the finance centralization and standardization project towards process improvement and high performing service delivery.


* Lead and develop a high-performing Contact Center team focused on service excellence, problem resolution, and business partnership


* Monitor and continuously improve key performance indicators (KPIs) and service level agreements (SLAs).


* Promote automation and process improvements to enhance efficiency and reduce costs.


* Support the implementation and optimization of case management and ticketing systems to support efficient service delivery and issue resolution.


* Oversee compliance with policies, procedures, and internal controls.


* Respond to escalated inquiries and effectively manage sensitive and escalated issues.


* Develop the Contact Center team, fostering a culture of rec...