Contact Center Analyst, Shared Services (Administrative)

Job ID: 512342

CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 28,000 employees at close to 1,600 locations in 43 US States and 2 Canadian provinces.

Job Summary:

We are seeking a highly motivated Contact Center Business Analyst. The Contact Center Business Analyst role is a part of the shared services center of excellence and will play a critical role in enhancing the performance and efficiency of the contact center. This position is responsible for gathering, analyzing, and reporting data related to customer interactions, agent performance, and operational metrics. The ideal candidate will translate insights into actionable recommendations that support strategic goals 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:

• Support the design, implementation, and maintenance of standardized finance and accounting processes across regions and functions.
• Analyze financial data and trends to identify improvement opportunities and support business decisions.
• Partner with internal stakeholders to align on reporting standards, process enhancements, and compliance requirements.
• Contribute to the development of training materials and documentation for finance process standardization.
• Leverage automation and data visualization tools to streamline reporting and analytics.
• Analyze contact center metrics and data to identify trends, issues, and opportunities for improvement.
• Develop and maintain reporting tools and dashboards to provide insights into contact center performance.
• Collaborate with management to define and track key performance indicators (KPIs) and service level agreements (SLAs).
• Participate in cross-functional projects aimed at improving finance operations and control frameworks.
• Perform other related duties as assigned.

Qualifications:

• Bachelor's degree or equivalent work experience (required).
• 2-5 years of experience working a Contact Center within a Finance and Accounting Shared Services Center preferred.
• Minimum 1 years of experience working with automated help desk solution (ticketing system)
• Experience with ERP systems (e.g., SAP S/4HANA), data analytics tools (e.g., Power BI), and Excel modeling.
• Excellent verbal and written communication skills and ability to properly seek and handle customers' feedback.
• Experience with automation enablement tools (AI, RPA) a plus.
• Strong skills in process improvement, stakeholder engagement, and communication.
• Strong analytical mindset, organizational skills with attention to detail, and the ability to manage competing priorities.
• Team-oriented mindset with a focus on collaboration and customer service excellence.

Work Environment

• Hybrid role with flexible work options, requiring some in-person presence.
• Up to 5% travel may be required.
• Normal office working conditions with a quiet noise level.

What CRH Offers You

• 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

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.