Program Coordinator Customer Contact

Project overview

Guiding a process focused on organizational development at Citizen Services and the Customer Contact Center (KCC).

Profile of the suited interim professional:

• Analyzing work processes, workload, capacity, and task distribution
• Identifying organizational bottlenecks and vulnerabilities
• Developing a supported future vision and improvement proposals for both teams
• Collaborating with employees, team leaders, and management on more efficient service delivery
• Guiding the change process without hierarchical responsibility
• Translating findings into implementation proposals, capacity advice, and investments
• Creating an implementation agenda for 2027-2028
• Providing administratively useful advice for the policy letter and budget 2028
• Monitoring the schedule and steering towards results
• HBO+ or WO level, preferably in public administration, business administration, organizational studies, or change management
• Minimum 5 years of work experience in a municipal organization as a program coordinator, organizational consultant, change manager, or team leader
• Extensive experience within the public sector with organizational development and complex change processes
• Knowledge of municipal services, preferably Citizen Services or KCC
• Experience with capacity analyses, staffing issues, and team development
• Minimum one completed municipal development or change process that led to administrative decision-making
• Experience with guiding participatory change processes
• Strongly developed analytical and advisory skills
• Experience with administrative advice and decision-making processes
• Results-oriented and connecting attitude, with the ability to switch between strategic, tactical, and operational levels

Project details

• Start: flexible
• Location: Helmond, Brabant, Limburg, Zeeland, NL
• Languages: Dutch