Payroll Contact Center Manager, Shared Services

Job ID:  510153

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 an experienced Payroll Contact Center Manager to manage and inspire our Payroll shared services team. This role involves overseeing and guiding the call center operations related to payroll activities, driving continuous improvement, and ensuring compliance with policies and procedures.  This position demands strong leadership, communication, and problem-solving abilities to manage the call center payroll team, enhance processes, and achieve the highest levels of customer satisfaction and operational efficiency.

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.

Job Location

This role is based at our Shared Services Center in Alpharetta, GA – hybrid work schedule

Job Responsibilities

• Collaborating with existing payroll management team to develop the payroll related contact center scripts and routing; to be continuously reviewed and improved.
• Lead and manage the payroll contact center staff, ensuring they provide efficient and accurate customer service.
• Ensure payroll data is accurate, timely, and compliant with all applicable laws and regulations.
• Address employee inquiries and resolve payroll discrepancies, providing clear and helpful communication.
• Track and analyze call center performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and customer satisfaction.
• Maintain and administer payroll software, ensuring data integrity and system stability.
• Prepare and analyze payroll reports for management, providing insights into KPIs.
• Stay informed about changes in payroll regulations and tax laws, ensuring ongoing compliance.
• Work with other departments, such as HR and Finance, to ensure smooth and efficient payroll processes.
• Identify and implement process improvements to optimize call center operations and improve the employee experience.
• Ensure a high standard of customer service, addressing employee concerns and resolving issues effectively.
• Provide ongoing training to staff on payroll procedures, system updates, and customer service skills.

Job Requirements

• Bachelor's degree in Accounting, Finance, Business Administration, HR, or related field preferred.
• Minimum 3+ years of experience in payroll administration, including at least 2 years in a payroll contact center or customer service environment.
• Certified Payroll Professional (CPP) certification preferred.
• Knowledge of multi-state payroll regulations preferred.
• Prior supervisory or management experience is highly desired.
• In-depth knowledge of payroll principles, practices, and compliance requirements.
• Proficiency in payroll systems and software, such as SAP, ADP, Workday, or similar.
• Willingness to work independently within in a team environment and assist the team with other duties as required
• Must be able to able to work under time constraints and ensure deadlines are met
• Previous customer service experience preferred
• Strong communication skills are mandatory
• Strong written and verbal communication skills (English)
• Strong “customer service” focus
• Strong computer skills and experience with Microsoft Office (e.g., Excel, Word, Outlook)
• Strong analytical and problem-solving skills required
• Strong organization skills with attention to detail
• Proficiency in payroll systems and software, such as ADP, Workday, or similar
• Up to 5% travel may be required.

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