Center of Excellence, Contact Center Manager, Shared Services
CRH
United States, Georgia, Alpharetta
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Salary
$79,000 - $128,000 Per Year
Rank
Senior Manager
Responsibility
Process Roles
Scope
Regional
Workplace
Hybrid
Functions
Customer Service
Finance
Reports to
Level
N-3
Travel Max:
5%
Posting Date
04-30-2025
Description
A Center of Excellence (CoE) is a strategic unit that drives innovation, standardization, and best practices while prioritizing customer experience. It ensures that financial operations like accounts payable, receivable, budgeting, and reporting are not only efficient and consistent but also aligned with the needs of internal and external stakeholders. By leveraging advanced technology, analytics, and industry insights, the CoE delivers accurate, timely, and actionable financial support that enhances the overall customer experience. It fosters clear communication, responsiveness, and tailored solutions, ensuring that every financial interaction adds value and builds trust. Ultimately, a finance CoE bridges operational excellence with customer-centricity, transforming financial processes into a seamless, user-friendly experience.
Key Responsibilities
- Champion the finance centralization and standardization project towards process improvement and high performant service delivery.
- Lead, inspire and drive the Contact Center team, ensuring effectiveness, solution-oriented attitude, and business support.
- Monitor and continuously improve key performance indicators (KPIs) and service level agreements (SLAs).
- Promote automation and process improvements to enhance efficiency and reduce costs.
- Implement and configure a ticketing system to adequately support Shared Services’ Customers
- Oversee compliance with policies, procedures, and internal controls.
- Respond to escalated inquiries and adequately handle sensitive situations.
- Develop the Contact Center team, fostering a culture of recognition and collaboration.
- Partner with business leaders and stakeholders to align services with organizational goals.
- Remain abreast of best practices and trends relevant to Contact Center services and related technologies.
- Influence and negotiate with a wide range of audiences, internally and externally. Foster a culture of collaboration and innovation.
Qualification & Requirements
- 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.
- Proven track record of successfully leading teams and delivering customer service excellence.
- Strong skills in process improvement, stakeholder engagement, and communication.
- Strategic mindset with the ability to manage competing priorities.
Benefits
- 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
Company Profile
CRH
Industry
Wholesale Building Materials
Revenue
$34.95B
Employees
78,500
Fortune 500 Rank
#110
Global 500 Rank
#459
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