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 recognition and collaboration.
• Partner with business leaders and stakeholders to align services with organizational goals.
• Stay current on emerging contact center technologies, service delivery models, and industry best practices to drive innovation and continuous improvement.
• Influence and negotiate with a wide range of audiences, internally and externally. Foster a culture of collaboration and innovation.

Qualifications

• Minimum of 5 years of experience in managing a Contact Center within a Finance and Accounting Shared Services Center.
• Minimum 5 years of experience working with automated help desk solution (ticketing system)
• Excellent verbal and written communication skills and ability to properly seek and handle customers’ feedback.
• Experience leading service delivery, customer support, or contact center operations within a Shared Services environment.
• Experience implementing and optimizing ticketing, workflow, or case management platforms.
• Demonstrated success leading organizational change, process transformation, or Shared Services migrations.
• Strong analytical skills with experience leveraging KPIs, SLAs, and operational metrics to drive performance improvements.
• Experience managing and developing teams in a fast-paced, customer-focused environment.
• Strategic mindset with the ability to manage competing priorities.

Knowledge/Skill Requirements

• Excellent problem-solving skills and decision-making abilities.
• Understanding of business processes in heavy building material and construction organizations preferred.
• Strong stakeholder engagement and communication skills.
• Excellent written and verbal communication skills (English).
• Familiarity with point of sales systems (POS).
• Ability to lead by example in work ethic and professional attitude.
• Ability to navigate competing priorities and maintain a collaborative culture.
• Strong computer skills.
• Familiarity with invoices, sales orders, credit memos, and bank deposits.
• Proven skills in process improvement and technology-enabled efficiencies.
• Ability to prioritize and provide clarity.

Physical Requirements

• Ability to communicate by telephone and in person.
• Ability to use a computer for word processing, email, and document preparation.
• May require extended periods of sitting.

Work Environment

• Hybrid role.
• Up to 5% travel may be required.
• Normal office working conditions with a quiet noise level.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.