Team Developer / Team Coach KCC

Project overview

The assignment focuses on strengthening team development, structure, and data-driven work within the municipality's Customer Contact Center (KCC).

Profile of the suited interim professional:

• Strengthening ownership and responsibility within the team
• Stimulating a professional culture of accountability through individual and team discussions
• Guiding employees in their professional development
• Establishing clear working agreements together with the team
• Introducing and anchoring daily stand-ups, weekly meetings, and a PDCA methodology
• Monitoring the follow-up of agreements made
• Using customer contact data to stimulate learning and improvement
• Visualizing trends and signals from data and translating them into improvement actions
• Supporting the further development and safeguarding of the knowledge base
• Promoting knowledge sharing between KCC, Public Affairs, and specialist departments
• Reporting to the team leader on progress, results, and risks
• Ensuring careful transfer of working methods and improvement initiatives
• Available on-site for an average of 32 hours per week during the entire assignment
• Minimum of 2 years of experience with team development, coaching, and/or change management in a customer contact center or similar operational environment
• Minimum of 1 year of experience with team development and/or change processes in an operational team
• Work experience with guiding teams in change processes focused on ownership and collaboration
• Experience with operational management and optimizing daily stand-ups, weekly meetings, and/or PDCA
• Experience with utilizing customer contact data, KPIs, and management information as a basis for improvements
• Work experience in a role as a team developer/team coach KCC or a comparable position
• Coaching ability, connecting, and organizational sensitivity
• Strong analytical and change management skills
• Strong communication skills and independence

Project details

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