Team Developer / Team Coach KCC

Project overview

In connection with the DBA Act (Deregulation Assessment of Employment Relationships), it is not possible to invoice as a self-employed person for this assignment. Matchd offers various types of employment contracts. We are happy to discuss this with you to determine which employment contract best suits your wishes and situation. Feel free to contact us for more information and an explanation of the possibilities.

Assignment

Municipality of Barneveld is looking for an experienced interim team developer for the Customer Contact Center (KCC). The KCC consists of approximately 10 employees and is an important gateway for residents, entrepreneurs, and visitors to the municipality's services. In addition to answering customer inquiries, the team handles reception and collection desk tasks. The team works closely with the Public Affairs team and various specialist departments.

The team has committed and knowledgeable employees who work daily for the residents. At the same time, there is a need for more clarity, ownership, collaboration, and structure within the team. Employees have indicated a desire for further development and are open to improvement.

The assignment involves a temporary development and change task within the KCC. The contractor is expected to achieve visible results in ownership, collaboration, accountability, structure, and continuous improvement within six months.

The contractor operates independently, is visibly present on the work floor, and takes charge of the development process. The contractor brings focus and clarity, helps employees take responsibility, addresses behavior and agreements where necessary, and ensures sustainable embedding of improvements.

The assignment focuses on strengthening team development, introducing and anchoring a PDCA method, using data as a tool for learning and improvement, and further developing the knowledge base as a supporting instrument for service delivery.

The end result is a more professional and future-proof KCC with clear work agreements, strengthened ownership, a functioning improvement cycle, and sustainable embedding of the developed working methods and structures.

Activities

Team Development:

Structure and PDCA:

Data-Driven Learning and Improvement:

Knowledge Management:

Accountability, Embedding, and Transfer:

Result of the assignment

The assignment is successfully completed when:

6 months - 32-36 hours - 1.00 FTE

Profile of the suited interim professional:

• Strengthens ownership and responsibility within the team;
• Encourages a professional culture of accountability;
• Conducts individual and team meetings;
• Guides employees in their professional development;
• Develops clear work agreements with the team;
• Strengthens collaboration, trust, and engagement.
• Introduces and anchors daily and weekly stand-ups;
• Brings structure to consultation and working methods;
• Monitors follow-up of agreements;
• Introduces and anchors a PDCA method;
• Encourages employees to take up improvements themselves;
• Makes improvements visible and measurable.
• Introduces customer contact data as a tool for learning and improvement;
• Helps employees gain insight into customer inquiries, customer needs, accessibility, and work backlogs;
• Makes trends and signals visible;
• Supports the translation of insights into improvement actions;
• Contributes to a culture where data is used for learning, not for reprimand.
• Supports employees in the further development of the existing knowledge base;
• Encourages ownership of knowledge management;
• Ensures that improvement points from the PDCA cycle are incorporated into the knowledge base;
• Promotes knowledge sharing between KCC, Public Affairs, and specialist departments.
• Periodically reports to the team leader on progress, results, risks, and development points;
• Makes the progress of the assignment transparent based on pre-agreed objectives;
• Timely signals bottlenecks and necessary interventions to the team leader;
• Ensures embedding of work agreements, consultation structures, and the PDCA cycle;
• Ensures careful transfer of working methods, development points, and improvement initiatives;
• Provides practical advice for the further embedding and continuation of the developed working methods.
• Employees know what is expected of them and take responsibility for their work and results;
• Ownership, collaboration, and mutual accountability within the team are demonstrably strengthened;
• Daily stand-ups, weekly stand-ups, and the PDCA cycle are established and structurally applied;
• Improvement initiatives are demonstrably taken up and followed up by employees themselves;
• Collaboration between KCC, Public Affairs, and specialist departments is demonstrably strengthened and supported by clear work agreements;
• Work agreements, roles, responsibilities, and consultation structures are documented and demonstrably adhered to;
• The realized working methods, development points, and improvement initiatives have been made transferable, so that work can be built upon them directly after the assignment ends;
• The client has periodically received insight into progress, results, risks, and next steps during the assignment.
• Minimum 3 years of demonstrable work experience with team development, coaching, and/or change management within a customer contact center, KCC, customer service organization, and/or comparable operational environment;
• Minimum 7 years of work experience with team development and/or change processes within an operational team, demonstrable through at least two concrete examples and/or reference projects, including initial situation, role, interventions performed, results achieved, and how these results were made visible, measurable, and sustainably embedded;
• Demonstrable work experience in guiding teams through change processes that have strengthened ownership, collaboration, and/or results-oriented work;
• Demonstrable work experience with operational management and/or improving daily stand-ups, weekly stand-ups, and/or PDCA;
• Demonstrable work experience with customer contact data, KPIs, and management information as a basis for improvement;
• Demonstrable work experience in the role of Team Developer / Team Coach KCC and/or a directly comparable position;
• Demonstrable work experience in strengthening ownership, a culture of accountability, and behavioral change within teams;
• Demonstrable work experience in implementing PDCA, continuous improvement, and data-driven work;
• Available for an average of 32 hours per week on-site for the entire assignment, including any extensions.

Project details

• Start: flexible
• Duration: 6 months
• Location: Barneveld, Overijssel, Gelderland, NL
• Languages: Dutch