Project Manager CCaaS Implementation (Secondment)

Project overview

The project manager will guide the preparation and implementation of a new CCaaS contact center platform within the Tax Administration.

Profile of the suited interim professional:

• Drafting the project plan including objectives, schedule, budget, and capacity
• Setting up the project organization and clarifying responsibilities and decision-making
• Inventorying the current working methods, bottlenecks, and necessary changes together with specialists
• Translating the organization's objectives into clear requirements and acceptance criteria
• Monitoring the development of core processes such as customer contact, routing, capacity planning, and reporting
• Coordinating the configuration of the platform and the integrations with CRM, telephony, and identity management
• Guiding internal specialists on agreements made, results achieved, and quality
• Overseeing privacy, information security, and continuity
• Organizing functional, integration, and user tests and resolving findings
• Providing communication, training, and preparing employees
• Preparing for go-live including a runbook and fallback scenario
• Arranging post-go-live support, handover to operations, and project review
• Informing the client about progress, finances, risks, and decisions to be made
• Experience with system integrations, particularly the link between a contact center platform and CRM
• Demonstrable experience with similar assignments within a large organization, preferably government, with multiple stakeholders and complex governance
• Working and thinking level at least HBO (higher professional education) level
• Minimum of five years of work experience within a contact center or customer service organization, with responsibility for IT and change projects
• Three years or more of knowledge and experience with CCaaS solutions
• Excellent command of the Dutch language

Project details

• Start: flexible
• Duration: 1 months
• Location: Den Haag, North-Holland, South-Holland, NL
• Rate: 95-95 EUR/h
• Languages: Dutch