CoE Contact Center Specialist, Shared Services

CoE Contact Center Specialist, Shared Services

Alpharetta, GA, US, 30009

CRH Americas Materials Inc

Job Summary

We are seeking a highly motivated Contact Center Specialist to join our Shared Services Center of Excellence, where you will play a critical role in improving the performance and efficiency of our contact center by gathering, analyzing, and reporting data on customer interactions, agent performance, and operational metrics; the ideal candidate will leverage these insights to develop actionable recommendations that align with strategic goals, enhance operational effectiveness, and drive customer satisfaction.

What Center of Excellence Does

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.

What Shared Services 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

Education & Qualifications

Work Environment

What CRH Offers You

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.