Center of Excellence, Contact Center Manager, Shared Services

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.

 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.