Contact Center Analyst - Vendor Onboarding, Shared Services

Contact Center Analyst – Vendor Onboarding

CRH's Americas Materials division is the leading integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 29,000 employees at close to 1,660 locations in 45 US States and 2 Canadian provinces.

Job Summary: The Contact Center Analyst – Vendor Onboarding is responsible for supporting the end-to-end business partner setup process by serving as a primary point of contact for external vendors and customers. This role focuses on gathering required documentation, validating information, and ensuring all onboarding requirements are completed accurately and efficiently. The Analyst will communicate directly with business partners to resolve inquiries, provide guidance on onboarding steps, and ensure a smooth, timely setup experience. This position plays a key role in maintaining data integrity, supporting compliance standards, and delivering a high-quality service experience throughout the onboarding lifecycle.

Key Responsibilities:

• Support the design, implementation, and maintenance of standardized finance and accounting processes across regions and functions.
• Communicate directly with vendors and customers to gather necessary information and documentation to complete the end-to-end Business Partner setup process.
• 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.

Education & Qualifications:

• Bachelor's degree or equivalent work experience (required).
• Minimum of 2 years of experience working in 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: 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.

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. AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.