Hybrid SSC Contact Center Manager: Service Excellence

at Oldcastle Payroll, Inc. in; Alpharetta (GA); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Health, dental & disability benefits

Retirement savings plan

Career development & promotion path

Job summary

CRH Americas Materials Inc. is seeking an experienced Center of Excellence, Contact Center Manager to lead a high-performing SSC Contact Center within the Shared Services Center.

You will drive service delivery, issue resolution, and process improvements in a finance-focused environment. The role requires leadership, strong analytics, and experience managing automation initiatives across ticketing and case management platforms.

Qualifications

• Minimum 5 years of experience managing a Contact Center within a Finance and Accounting Shared Services Center.
• Experience with an automated help desk solution (ticketing system).
• Excellent verbal and written communication skills and ability to handle customer feedback effectively.
• 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.

Responsibilities

• Champion the finance centralization and standardization project toward 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 KPIs and SLAs.
• Promote automation and process improvements to enhance efficiency and reduce costs.
• Support the implementation of case management and ticketing systems to support service delivery and issue resolution.
• Oversee compliance with policies, procedures, and internal controls.
• Respond to escalated inquiries and manage sensitive issues.

Skills

Contact Center Mgmt

Shared Services

Leadership

KPIs & SLAs

Automation

Education

Finance or Accounting degree

Tools

Ticketing system

Case management

Job description

CRH Americas Materials Inc. is seeking an experienced Center of Excellence, Contact Center Manager to lead a high-performing SSC Contact Center within the Shared Services Center.

You will drive service delivery, issue resolution, and process improvements in a finance-focused environment. The role requires leadership, strong analytics, and experience managing automation initiatives across ticketing and case management platforms.