Center of Excellence, Contact Center Manager, Shared Services at Oldcastle in

Job Summary: We are seeking an experienced and dynamic AMAT SSC Contact Center Manager to lead and inspire our Center of Excellence team in the Shared Services center. The Contact Center Manager will be a key player within the large integration project of North American regions into the Shared Services as well as the implementation of an efficient communication and service delivery platform. This role involves managing issue resolution, business support, and administrative activities while driving process improvement and operational efficiency. The ideal candidate will have a strong background in service delivery within a shared services center, excellent leadership skills, and a commitment to delivering outstanding customer service. Location Hybrid 3 days in office. 100% in office during transition. What Shared Service 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.

Knowledge/Skill Requirements: Excellent problem-solving skills and decision-making abilities. Understanding of business processes in heavy building material and construction organizations preferred. Strong stakeholder engagement and communication skills. Excellent written and verbal communication skills (English).Familiarity with point of sales systems (POS).Ability to lead by example in work ethic and professional attitude. Ability to navigate competing priorities and maintain a collaborative culture. Strong computer skills. Familiarity with invoices, sales orders, credit memos, and bank deposits. Proven skills in process improvement and technology-enabled efficiencies. Ability to prioritize and provide clarity.

Physical Requirements: Ability to communicate by telephone and in person. Ability to use a computer for word processing, email, and document preparation. May require extended periods of sitting.