Center of Excellence, Contact Center Manager, Shared Services (Alpharetta, GA, US, 30009)

Crh
United States
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Leadership","Communication","Problem-solving","Stakeholder management","Process improvement"]

Lead the AMAT SSC Contact Center team as part of a Shared Services integration program, driving consistent service delivery and issue resolution. Manage escalations, ensure compliance with internal controls, and monitor KPIs/SLAs. Partner with business stakeholders to improve finance centralization and communication workflows, promote automation/process improvements, and oversee case management and ticketing systems. Develop team capabilities and stay current on contact center technologies and best practices.

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Crh
Crh
11 hours ago

Center of Excellence, Contact Center Manager, Shared Services (Alpharetta, GA, US, 30009)

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead the AMAT SSC Contact Center team as part of a Shared Services integration program, driving consistent service delivery and issue resolution. Manage escalations, ensure compliance with internal controls, and monitor KPIs/SLAs. Partner with business stakeholders to improve finance centralization and communication workflows, promote automation/process improvements, and oversee case management and ticketing systems. Develop team capabilities and stay current on contact center technologies and best practices.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Champion finance centralization and standardization efforts to improve service delivery and processes.
  • •Lead and develop a high-performing contact center team focused on service excellence, problem resolution, and business partnership.
  • •Monitor and continuously improve KPIs and SLAs for service performance.
  • •Promote automation and process improvements to enhance efficiency and reduce costs.
  • •Oversee compliance, manage escalated inquiries, and support implementation/optimization of case management and ticketing systems.
Travel: Low travel

Pay and Benefits

Perks:MedicalDentalDisabilityRetirement SavingsHealth Insurance

Key Requirements

  • •5+ years managing a Contact Center within a Finance and Accounting Shared Services Center.
  • •5+ years working with automated help desk solutions (ticketing system).
  • •Experience leading service delivery, customer support, or contact center operations in 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, with strong KPI/SLA-driven performance improvements.
Experience:5+ yearsShared servicesFinance operationsContact centerCustomer support
Skills:LeadershipCommunicationProblem-solvingStakeholder managementProcess improvement
Languages:English
Tech Stack:Ticketing systemCase managementWorkflow platformsPOS

Company Brief

Crh
Global building materials business supplying aggregates, cement, asphalt, ready-mixed concrete, and construction products and services to the construction industry across Europe, North America and other markets.
Industry: Building Materials
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dublin, Ireland
Founded: 1970
WebsiteLinkedIn